Programs
Touchpoint
A touchpoint is any point where a customer comes into contact with a business - in person, online or on the phone.
Physical and digital touchpoints
| Physical | Digital |
|---|---|
| Entrances and exits | Website and app |
| Checkouts and front desks | Email and SMS |
| Dining areas and counters | Chat and social media |
| Washrooms and waiting areas | Contact center calls |
Why measure each touchpoint separately
An overall score hides where the experience breaks. Measuring each touchpoint shows that the problem is the lunch-time checkout, not the store, or the second-floor washroom, not the building. That is what lets a team fix the right thing.
How to measure a touchpoint
- Place a collector at or just after the touchpoint - a smiley terminal at the exit, a QR code at the table, a post-call survey after a call.
- Ask one short question, with a follow-up only after a low score.
- Compare touchpoints by hour, day and location.
- Link the touchpoints into a customer journey map.
Touchpoints in Press'nXPress
In Press'nXPress every collector belongs to a touchpoint, inside a section and a branch, so each rating is tied to the exact place it happened. Explore the collectors and the dashboard.
Frequently Asked Questions
What are examples of customer touchpoints?
Physical touchpoints include entrances, checkouts, front desks, dining areas, washrooms and exits. Digital touchpoints include websites, apps, emails, chats and phone calls.
How do you measure a touchpoint?
Put a feedback collector at or right after the touchpoint - a smiley terminal at the exit, a QR code at the table, a survey after the call - so every rating is tied to that exact point.
Which touchpoints should you measure first?
Start with the ones that shape the whole visit and generate the most complaints, often arrival, waiting, washrooms and checkout, then add others as you learn.
Put it into practice
See how Press'nXPress collects feedback where experiences happen and turns it into action at every location.
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