Starbucks seeks feedback from its customers about their visit to its outlets and mark their experience on the chart in this innovative graph. It has the following three major components;
Poached experience: It asks its patrons the overall feel they have regarding the outlet they have visited, especially during the rush hours.
Enhanced experience: It also looks at the hostile experience of the customer and how to resolve it so that it does not recur.
Touchpoints: It means the level and extent of interaction the consumer has experienced with the customer. It could be in person, through a website, app, etc.
The entire exercise is part of the company's CRM initiatives.
