Amdocs to Quantify Impacts of Customer Experience

Amdocs has unveiled research results that provide insights into the customer experience as perceived by mobile communications customers in India, and measures the relationship between customer experience improvements and customer behavior. 

The research of 5000 mobile customers across India was analyzed using the Amdocs Customer Experience Index and validated by Deloitte Touche, which incorporates advanced mathematical and statistical techniques to measure the relationship between customer experience and customer behavior at different touch points throughout the customer lifecycle. Using segmentation variables, such as gender, age group and type of service plan, the Amdocs Customer Experience Index model analyses the levels of 25 key experience parameters, across direct and indirect touch points including brand perception, marketing campaigns, sales and customer-care interactions and self-service, to score service provider’s customer experience on a scale of 1 to 10.

“It is becoming increasingly clear to communication service providers that delivering best in class customer experience is a competitive differentiator; it drives customer loyalty, and directly impacts revenue and profitability,” said Anshoo Gaur, Head of Amdocs India. 

“Customer experience is delivered through multiple touch points and is impacted by various systems and business processes. Building on Amdocs’ experience in the communications space and in customer experience systems and services, the Amdocs Customer Experience Index model reduces the complexity of measuring customer experience into a simple score between 1 and 10, offering a reliable benchmark for service providers across customer experience touch points, segments and providers,” said Sandip Biswas, Director of Deloitte Touche Tohmatsu India Pvt. Ltd.