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User's Challenge

「Customer satisfaction survey results should be linked to improvements」

I am in charge of CS planning at a B2B service company with 100 employees. Improving customer experience is a challenge we face. While our NPS survey score of +15 exceeds the industry average, we are receiving many complaints such as "responses are slow" and "information is hard to find." I would like to organize where to start addressing these issues.

Selected Approach

CX Improvement Priority Matrix

Problem Analysis

We identify measures that will deliver results in the shortest timeframe by extracting customer pain points and organizing them along two axes: impact of improvement and ease of implementation.

It is optimal because it can clearly identify measures that are easy to implement even in a resource-constrained organization of around 100 people, addressing the challenge of "where to start."

Other Candidates:Touchpoint Gap Analysis Framework·NPS Improvement Driver Identification Workshop
01

Identifying Customer Dissatisfaction Points

Extract specific issues and complaints from customer surveys and daily interactions, and list them by category.

Identifying Customer Dissatisfaction Points - Canvas

AI Insight

Key findings from this step

02

改善項目の優先順位を評価する

Organize the customer dissatisfaction points identified in Step 1 along two axes—"impact" and "difficulty"—to clarify the order in which they should be addressed.

改善項目の優先順位を評価する - Canvas

AI Insight

Key findings from this step

03

Improvement Actions and Assignment of Responsibilities

優先度の高い課題に対して、具体的な解決策と推進体制を明確にします。

Improvement Actions and Assignment of Responsibilities - Canvas

AI Insight

Key findings from this step

Summary and Next Steps

IT & TechnologyCustomer SuccessCustomer Acquisition & RetentionSMB (31-300 employees)
1/14/2026

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