PhiMetrics Brand Audit compares customer satisfaction survey results (perception) to data from mobile agents that measure actual customer experience (reality). This identifies gaps between perception and reality. The solution provides a scorecard to help operators continuously verify perception against reality and identify ways to improve customer experience to align it with perception.

1. How Can I bridge the
gap between
Customer Perception
& Customer Reality?
Q
Find out how PhiMetrics Brand Audit helps operators relate
actual customer experience (customer reality) to Customer
perception.
While all operators perform regular market surveys to understand customer
satisfaction, the results from the C-sat surveys do not always paint a true
picture of actual customer experience. The Gap between customer
perception and reality goes unmeasured.
Due to this, C- Sat scores seldom work towards improving customer
experience and thereby failing to have a significant impact on customer
perception
A
PhiMetrics has designed a Brand Audit Solution that is a web-based
dashboard solution which compares Brand Perception from Customer
Satisfaction surveys & Net Promoter Scores with Customer Experience
measured through Mobile Agents installed in actual customer handsets

2. 00000000
How Can I bridge the
gap between
Customer Perception
& Customer Reality?
Find out how PhiMetrics Brand Audit helps operators relate
actual customer experience (customer reality) to Customer
perception.
The Solution
The PhiMetrics Brand Audit & Monitoring Solution
helps create Positive Brand Equity which allows
better:
 Acquisition – Acquire More Customers
 Retention – Retain More Customers
 Growth – Make Customers use more
services
The Solution Measures top customer attributes for
perception (from surveys) and experience (from
mobile agents) and compares them using the Brand
Importance matrix (using importance of customer
attributes for each customer segment)
Customer Attributes mapped to Segments & Touch points

3. How Can I bridge the
gap between
Customer Perception
& Customer Reality?
The Model
Find out how PhiMetrics Brand Audit helps operators relate
actual customer experience (customer reality) to Customer
perception.
The Solution Measures top customer attributes for perception (from surveys) and experience (from mobile agents) and
compares them using the Brand Importance matrix (using importance of customer attributes for each customer segment)

4. How Can I bridge the
gap between
Customer Perception
& Customer Reality?
Find out how PhiMetrics Brand Audit helps operators relate
actual customer experience (customer reality) to Customer
perception.
Contact us to explore how a PhiMetrics Brand Audit & Monitoring solution can help you make
smarter business decisions that have the maximum impact on your customer
Contact:
Umang Shah
+919892583767
Umang.shah@phimetrics.com
The Result
The Brand Audit Score card allows operators to
continuously
 Verify Customer Perception with Customer reality
 Identify gaps between perception and reality with
insights on how to bridge the experience