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JOURNEY TRACKER

Ideal if your customers experience many touchpoints with varying moments or outcomes.

Case Study client: Insurance Provider

Challenge:

During an insurance claim, measure the customer experience at each vital step, giving insights for improvement.

Solution:

  • Five 2-3 minute surveys, timed for delivery at each critical contact event

  • Deliver the right survey at the right time on the journey – mobile friendly

  • Questionnaires adjust to the situation

  • Email & text reminders, properly timed

  • Visual dashboard updated daily

  • A strong sample at each step

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Why it’s breakthrough

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MDI built a powerful back-end support engine,

creating a simple and reliable customer experience.

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  • Eliminates manual involvement

  • Tracks completes. Selects/adjusts next Qs

  • Times next questionnaires

  • Sends email, text & other reminders

Why this client loved our solution

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  • Questions are close to “in-the-moment”.

  • Clean read of each step as opposed to one large study at the end

  • A cumbersome process was simplified

  • We contained costs, increased speed

 

The client wants to expand this to other areas of the business,

which is the ultimate compliment!

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"Absolutely one of the best research approaches I’ve ever seen."

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- Name

Is Journey Tracker right for you?

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  • Healthcare (maternity, long-term care)

  • Cruise ship (explore the weekly journey)

  • Explore each step while Airline travelling

  • Phone carrier (new customer experience)

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