APTService Experience Intelligence Report

Experience View

Service Experience Intelligence · 2026-02

View report data

Journey and effort signals

Traceable customer evidence
1
FindingExperienceMedium

Billing language causes confusion

Users request clearer explanations of fees and statements.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-003ENTITY-00032026-02-12callAgent clarified the new statement label
SE-FEB-003-M009ENTITY-00032026-02-09callAgent clarified the new statement label
SE-FEB-003-M015ENTITY-00032026-02-15callAgent clarified the new statement label
2
OpportunityExperienceMedium

Rewrite billing explanations

Test plain-language labels and examples.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-003ENTITY-00032026-02-12callAgent clarified the new statement label
SE-FEB-003-M009ENTITY-00032026-02-09callAgent clarified the new statement label
SE-FEB-003-M015ENTITY-00032026-02-15callAgent clarified the new statement label
3
FindingProductHigh

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

35 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-001ENTITY-00012026-02-02ticketRecovery guidance improved but remained lengthy
SE-FEB-005ENTITY-00052026-02-23surveyExpired recovery link caused repeat effort
SE-FEB-001-M007ENTITY-00012026-02-07ticketRecovery guidance improved but remained lengthy
4
OpportunityProductHigh

Simplify authentication recovery

Reduce recovery steps and add contextual guidance.

35 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-001ENTITY-00012026-02-02ticketRecovery guidance improved but remained lengthy
SE-FEB-005ENTITY-00052026-02-23surveyExpired recovery link caused repeat effort
SE-FEB-001-M007ENTITY-00012026-02-07ticketRecovery guidance improved but remained lengthy
5
FindingOperationsHigh

Peak chat waits reduce experience

Queue delay is visible in chat evidence.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-002ENTITY-00022026-02-07chatEvening queue delay remained visible
SE-FEB-002-M008ENTITY-00022026-02-08chatEvening queue delay remained visible
SE-FEB-002-M014ENTITY-00022026-02-14chatEvening queue delay remained visible