We have identified six touchpoints that comprise the Customer Experience Lifecycle. There are various technology-related steps that can/should occur within each touchpoint.
Answer the questions that follow to determine your agency's strengths as well as where your agency may need to focus attention to provide an excellent Customer Experience.
To achieve the most benefit from this assessment:
Approach each question considering your agency's depth of use of the technology solutions.
When answering, truthfully consider how often and how effectively you apply them.
ACT Resources to assist you where you might need help will be provided along the way.
Don't worry about writing them down or saving them to a document. An email will be sent to you after completion, with a summary PDF of the questions asked, their answers, and the suggestions and links for all questions.
ACT intends to use the data from this assessment to provide the agency representative(s) completing the survey with insights and strategy to improve the digital interactions between their agency and customers, and also in an anonymous aggregated fashion to share overall statistics on digital implementations across our industry.