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McKinsey & Company | 7
Journeys are 30-40% more predictive of customer
satisfaction and churn
Correlation analysis
Correlation coefficient
0.43
0.530.53
0.23
0.58
0.65
0.58
0.52
+36%
JourneysTouchpoints
Customer
satisfaction
-0.25-0.26
-0.23
-0.33-0.33-0.32
+33%
AverageAuto insuranceBankingPay TV
Likelihood to
cancel/churn
SOURCE: McKinsey U.S. multi-industry survey

Published in: Business, Technology

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