A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers. The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement. The homebuilder has found that when consumers make it past the first 15 points, they have a 90 percent closing rate. This Map, is an example of a(n):
A)goods-service continuum.
B)gap analysis.
C)experience-credence audit.
D)customer contact audit.

Question

Quizplus · Accepted Answer

The '21 Point Touchpoint Map' developed by the homebuilder is an example of a customer contact audit, as it details all the points where the homebuilder interacts with potential customers in the homebuying process. The fact that the homebuilder has found a correlation between making it past the first 15 points and a high closing rate shows the importance of assessing customer interactions and improving them to increase business success.

A New Homebuilder Has Developed a '21 Point Touchpoint Map