Individual Report Customer Journey Mapping – 2,500 words
The individual report is based on the findings of primary research, conducted by each student, into the customer experience delivered by a tourism or event supplier of your choice.
The criteria for assessment to use in your research will be discussed during teaching and learning sessions. Situation: You are required to investigate the customer experience delivered by a tourism supplier or event of your choice by assessing various aspects of the customer journey.
You could choose an event, attraction, accommodation, transport or intermediary in any generating or destination region. Your findings, summarized as a journey map, will then be discussed in relation to customer experience and service quality.
TASK: Using the information that you gathered during your customer experience research, examine which elements of the customer experience have the strongest influence on perceptions of quality. Recommend actions at relevant stages of the customer journey to improve perceived quality. Your journey map must be included in an appendix.
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