Systematically evaluate feedback per touchpoint
Systematically evaluate customer feedback per touchpoint. A touchpoint analysis shows you where optimization potential lies in the customer journey – from the first website visit through the purchase process to the support call.
8 touchpoints. 12 teams. No complete picture.
Every team collects feedback on their touchpoint – but no one has an overview of the entire customer journey. Where's the biggest lever? Which touchpoint frustrates customers the most? Without systematic analysis, you decide on gut feeling instead of data. The result: resources flow into improvements with barely any impact.
What is touchpoint analysis?
A touchpoint analysis systematically examines how customers experience every point of contact with your company. Instead of just measuring overall impressions, feedback is captured and analyzed per touchpoint – such as website, consultation, purchase, delivery, and support. This way you identify exactly where in the customer journey the biggest levers for improvement lie and can take targeted action.
Hotel chain: From booking to checkout
A hotel chain analyzed guest feedback across 6 touchpoints: booking, check-in, room, restaurant, service, and checkout. deepsight showed: Although the restaurant received the most negative comments, the check-in process had the strongest influence on overall satisfaction. This insight led to a redesign of digital check-in – with a measurable NPS improvement of 12 points.
Questions you can answer with deepsight
These open-ended questions deliver valuable insights – if you can evaluate them systematically.
„How was your experience with our service?"
Service feedback
„What helped or hindered your purchase?"
Purchase journey
„How do you rate the consultation?"
Consultation quality
„What was your first impression of our website?"
Online experience
„How satisfied were you with the delivery?"
Fulfillment
„How was your contact with our support?"
After-sales
From raw data to structured insights
Touchpoint Topics
See at a glance which topics are relevant at which touchpoint.
Priorities
Identify which touchpoints have the greatest leverage on overall satisfaction.
Journey Comparison
Compare feedback along the entire customer journey – with sentiment per touchpoint.
Trend Analysis
Monitor how the quality of individual touchpoints develops over weeks and months.
4 steps to your insights
Import data
Upload your text data – via Excel, CSV or directly from your tool.
Start analysis
deepsight automatically identifies topics, sentiments, and connections.
Validate results
Review the identified categories and adjust if needed.
Export insights
Export your results as Excel, PDF or share them with your team.
Frequently asked questions
Ready to analyze your text data?
Start for free now or let our team advise you.