Gartner Research

How Customer Process Attributes Affect the Customer Experience

Published: 11 April 2007

ID: G00146386

Analyst(s): Ed Thompson , Jim Davies


There's no checklist of which customer process attributes have the most impact on the customer experience, but there are some common attributes that business process leaders should examine and optimize.

Table Of Contents
  • Overview
  • Accessibility
  • Reliability
  • Thoroughness
  • Timeliness
  • Flexibility and Adaptability
  • Personalization
  • Take a Balanced Approach
  • Recommendations

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