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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

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51

Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

Svensson, Rasmus January 2023 (has links)
Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. This study addresses this gap by offering practical guidelines for CS, actionable insights, and alternative survey design strategies within the context of invoicing. Utilizing a Research-through-Design (RtD) approach guided by the Double Diamond design model, the study consists of four phases: Discover, Define, Develop, and Deliver. From a service design perspective using qualitative methods, the study acquires and analyzes both organizational and customer insights. Synthesized empirical findings emphasize the need for a more comprehensive approach that targets specific phases of the customer journey utilizing a more customer- centric approach, paving the way for alternative methods that reaches beyond just simply measuring CS. Introducing the concept of a personal companion, the study presents a dialogical approach where surveys are experienced as ongoing interactions rather mere tasks. By highlighting the importance of contextualization, alternative survey approaches, and a dialogical approach, this research aims to guide company’s in managing customer feedback strategies.
Human-Computer Interaction
Research-through-Design (RtD)
Digital Service Design
Invoicing
Customer Experience (CX)
Customer Satisfaction (CS)
Contextualization
Dialogical Approach
Customer Journey
Survey design
Questionnaire design
Net Promoter Score (NPS)
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
Chatbot
Virtual Agent
Customer Support Agent
Design Guidelines
Double Diamond
User Experience (UX)
User Interface (UI)
Interaction Design (ID)
Human Computer Interaction

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