Data Analytics
Quantitative research
500+ million users
User Survey
Quantitative research
36 users
Question 1
What do you believe is the main purpose of this experience?
Sampling of results
Provide Solutions
Guide customers to the best, relevant, and immediate solutions.
Fix Problems
Easily diagnose, troubleshoot, and get help resolving issues.
Self-Solve
Empower customers to quickly self-solve, anywhere.
Question 2
How easy do you feel it was to resolve your issue?
1
Very Difficult
0%
2
somewhat Difficult
24%
3
neither easy/difficult
24%
4
somewhat easy
33%
5
Very easy
28%
Question 3
Was it the experience you expected?
1
Very Difficult
9%
2
somewhat Difficult
30%
3
neither easy/difficult
48%
4
somewhat easy
9%
5
Very easy
3%
Question 4
Were any parts of the experience not what you expected?
Sampling of results
Navigation
Hard to navigate with too many steps and questions.
Features
Appointment scheduling and finding the correct path.
Design
Complex interface with visual and cognitive overload.
Question 5
What do you think is the most important improvement that needs to be made?
Sampling of results
Seamless Experience
Easier, quicker, and simplified access to the right solutions.
Smart Interface
Customer-centered experience that responds to specific needs.
Personalization
Relevant contact options supporting customer journey.
Question 6
Do you have any other feedback about the current experience?
Sampling of results
Make the experience more:
Intuitive
Relevant
Simple
Approachable
Beautiful
