Channel Assessment
Comprehensive analysis of customer interaction channels and integration gaps with Medallia platform.
The Authority operates 7 distinct customer interaction channels with independent satisfaction measurement systems. There is no direct or comprehensive link between these channels and the Medallia platform, resulting in:
- • Measurement Fragmentation: Different methodologies and metrics across channels
- • Manual Data Processing: Traditional collection and manual analysis
- • Incomplete Customer View: Cannot track customers across touchpoints
- • Operational Inefficiency: Duplicate efforts and siloed reporting
- • Strategic Limitation: Cannot correlate satisfaction with transactions
Digital touchpoints for customer interaction
Major integration and measurement issues
Post-interaction surveys, disconnected from Medallia
Sentiment analysis gaps, no real-time integration
Ad-hoc surveys, minimal systematic measurement
Underutilized call recording data, manual aggregation
Virtually no systematic measurement
Feature-level insights missing, performance disconnected
Unreliable satisfaction inference, no customer ID linking