MBM App 2.18
Customer Experience Milestones and Score
(Interactive)
Weights valid. Overall experience score computed.
DISASTROUS
0 to 20
POOR
21 to 40
OKAY/AVERAGE
41 to 60
ABOVE AVERAGE
61 to 80
OUTSTANDING
81 to 100
62.0
AUTOMOBILE
| Customer Experience Touchpoints | Importance (0 to 20) | Percent Importance | Experience (0 to 100) | Experience Score |
|---|---|---|---|---|
| Need Activation | 5.0% | 2.5 | ||
| Information Search | 10.0% | 7.0 | ||
| Purchase | 15.0% | 9.0 | ||
| Billing/Payment | 10.0% | 5.5 | ||
| Delivery/Installation | 10.0% | 5.0 | ||
| Usage | 20.0% | 15.0 | ||
| Maintenance/Repair | 15.0% | 9.8 | ||
| Disposal/Re-Sale | 15.0% | 8.3 | ||
| Total | 100.0 | 100% | - | 62.0 |
Performance Category: Above Average
About This Analysis
This tool computes a weighted customer experience score across key journey touchpoints. Importance weights (0–20) must sum to 100 to reflect the relative impact of each milestone. The overall score is the sum of each touchpoint's experience rating weighted by its importance.