Gathering feedback is useful data for companies to gain insights on and act on to help provide a positive customer experience, whether that means resolving a problem effectively, acknowledging praise or suggestions, or answering a customer’s questions. It’s an opportunity to demonstrate to your customer in a direct and personal way that their feedback is important and you care about the outcome.

Understanding the true value of customer experiences is more than just ensuring your customers receive the products and services they desire. It’s also about creating touchpoints with real people who can be evangelists to assist in an organization's ability to mobilize and shape how a brand connects with customers to address core business challenges. 

Mapbox is excited to announce the launch of Navigation SDK Copilot for collecting detailed trace files of navigation sessions along with search analytics data. Copilot was built for you, our developer community, as a tool to help you understand the end-user behavior of your application based on the feedback and data you are retrieving from the application. Insight from this data assists in Mapbox analyzing usage on your unique application and providing service reporting on your customer's interactive experience. Leveraging Copilot you can understand and capture the value of effective customer experiences, gaining a competitive advantage and differentiating from the competition. 

So, why is this important? Without the proper feedback from end users, it’s difficult to gauge the main pain points drivers are facing during a navigation session. This feedback allows you to break down the various issues and creates opportunities for you to improve the experience you want customers to have. Companies that lead in customer experience outperform laggards by nearly 80%, and experiences create value in the moments that matter most—not just for the customer, but for the business. Leveraging a feedback tool for customer experience helps companies recognize a customer’s value at the point of customer contact and decide how to maximize the experience and ensure ROI. 

Analyzing the historical performance of real customer cohorts provides a more effective and satisfying application experience, insights to create future improvements, and a roadmap that is a direct reflection of how your customers want to interact with your brand. Eighty-four percent of companies that work to improve their customer experience report an increase in their revenue. Similarly, soliciting feedback from your direct users provides valuable context for performance and use. 

Copilot securely collects data from user interactions in the navigation application. Insight from this data assists you in determining the most important aspects of your application throughout the entire navigation experience. For instance, you can record and collect events from the history profiles, allowing you to look into how the application was used. Additionally, you are able to see if any learnings can be applied from the end user feedback regarding any issues they may have encountered during the use of the application. To learn more about Mapbox Navigation SDK Copilot check out our documentation on the solution.