A solution that works as an advanced way to map and manage the CustomerValue Chain, accurately identifying the moments of highest satisfaction andfriction along complex journeys (such as new-car purchases and use of thehealthcare system), based on large volumes of consumer reviews and feedback.Decomposer, from our partner Decoupling, shows how the approach makes itpossible to decompose NPS/satisfaction by stage, compare performance acrossbrands and sectors, highlight “weak links” and action priorities, and translate thevoice of the customer into practical insights for executive decisions andoperational gains, with clear applications for competitive diagnosis, improvementprioritization, and value capture.
