Process Optimisation Methodology and the Impact of it on Customer Experience at an Information Technology Company in South Africa

• Kgabo Mokgohloa Department of Industrial Engineering, University of South Africa, Pretoria, South Africa https://orcid.org/0000-0002-3087-1582
• Kemlall Ramdass Department of Industrial Engineering, University of South Africa, Pretoria, South Africa https://orcid.org/0000-0001-5480-3368
• Tanita Olivier Department of Industrial Engineering, University of South Africa, Pretoria, South Africa https://orcid.org/0009-0006-9792-8762

DOI:

https://doi.org/10.7166/36-1-2994

Abstract

This study investigates the impact of optimised processes on individual customer experience management (CXM) scores, and explores key metrics such as net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Employing a mixed-method approach, the research integrates quantitative surveys and qualitative insights to understand how process optimisation influences customer experience. Findings reveal that optimised processes positively affect NPS and CES ratings, enhancing customer loyalty and reducing effort. Further studies are suggested to explore potential impacts on CSAT scores. These insights contribute to customer experience and business process management (BPM), emphasising the importance of continuous improvement and customer-centric strategies for achieving higher CXM scores and driving business success.