A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers.The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement.The homebuilder has found that when consumers make it past the first 15 points,they have a 90 percent closing rate.This Map,is an example of a(n):
A)goods-service continuum.
B)customer contact audit.
C)gap analysis.
D)experience-credence audit.

Question

Quizplus · Accepted Answer

The '21 Point Touchpoint Map' developed by the homebuilder is an example of a customer contact audit, which involves analyzing all the touchpoints or interactions between the customer and the company throughout the customer journey. The audit helps to identify areas where the company can improve customer experience, and in this case, the homebuilder has found that the customers who make it past the first 15 touchpoints have a high closing rate of 90 percent.

A New Homebuilder Has Developed a '21 Point Touchpoint Map