Explore Individual Survey Responses to Uncover Customer Pain Points

Published November 12, 2020
Last updated February 9, 2021

AvidCX users can quickly identify and review individual survey responses, evaluating a customer’s experience throughout each touchpoint in their journey. 

By examining each touchpoint, users can efficiently identify customer pain points and create a plan of action to resolve them so they can be avoided in the future. This feature is particularly beneficial for discovering pain point patterns, suggesting a larger customer experience problem that needs to be addressed by the company as a whole. 

Below is a quick preview on how to navigate and view your customer journey within AvidCX.


How to Access the Customer Journey within AvidCX

Step 1: Click Survey Explorer on the left navigation bar and click on the customer’s name that you wish to access.

Step 2: This is where users can quickly see the customer journey and each survey associated with that specific customer. 

Step 3: Then, on the right of the customer view, users can click the Overall Star Rating drop-down menu to view all the shared survey questions.

Step 4: Step 4:  Within the drop-down menu, users are able to choose from the shared survey questions to further evaluate the customer’s journey. 

If you are currently an AvidCX customer and have questions on this feature, please contact your Client Success Manager.

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