Customer Experience

Customer Journey Mapping.

End-to-end journey mapping that shows you not just where scores are low, but why they are low, what emotions are behind them, and exactly which moments to fix first.

Customer ExperienceOverviewVoice of CustomerNPS ProgramTransactional FeedbackInteraction AnalyticsJourney Mapping
Three Levels of Analysis

From overall brand to
individual interaction quality.

Relationship Level
Overall brand experience

Loyalty, image, advocacy. Tracked quarterly. Your strategic compass for how customers perceive you versus competitors.

KPI: NPS · GCSI · Brand Image
Journey Level
End-to-end completion & satisfaction

Completion rate, satisfaction per step, intent and effort across key jobs-to-be-done. Identifies abandonment and friction points.

KPI: Journey NPS · CES
Touchpoint Level
Individual interaction quality

Wait time, resolution rate, empathy, and accuracy at each specific touchpoint with industry benchmark comparison.

KPI: CSAT · Effort · FCR
Key Capabilities

Tools that turn journey data
into clear priorities.

Journey mapping without prioritisation is just decoration. Synopticom's journey tools go beyond visualising the journey they tell you exactly what to fix and in what order.

  • Emotion curves visualise how customer sentiment rises and falls across every step, pinpointing moments of truth
  • Priority / Quadrant Matrix automated importance-performance mapping tells you which drivers to fix first and where to invest
  • Drop-off analysis track journey completion rates and identify abandonment points correlated with NPS and churn
  • Benchmark comparison industry benchmarks across banking, telco, retail, and energy so you know how you compare to sector leaders
Emotion Curve Onboarding Journey
ApplicationWelcomeSetupFirst use30 days60 days
⚠ Drop at setup step
✓ Strong at 60 days
Map the journey. Fix what matters first.

Book a demo and see how Synopticom's journey mapping tools connect emotion data, operational data, and business outcomes.

Book a demo →
Frequently Asked Questions
What is customer journey mapping?

Customer journey mapping is the process of visualising the complete experience a customer has with an organisation, from first awareness through to ongoing loyalty. It identifies the key touchpoints, the emotions customers feel at each stage, and the moments that most influence whether they stay or leave. Synopticom connects journey maps directly to live CX data so they update automatically rather than becoming static diagrams.

What is an emotion curve in journey mapping?

An emotion curve visualises how customer sentiment rises and falls at each step of a journey, based on real feedback data. It makes it easy to identify the moments of truth where experience either builds loyalty or causes it to erode. Synopticom generates emotion curves automatically from survey and interaction data.