Definition
Customer experience testing is the testing of a product or service from the perspective of a customer.
Comment
When a product or service goes live, the customer experience is critical as it is a major factor in the take up and retention of the product or service. Unlike technical testing, customer experience testing is about customer perception, which can differ from reality. This is based on customer expectations and emotions as well as physical performance and processes.
Customer experience testing covers technical system performance, end-to-end business processes and the skill of staff interacting with the customer.
On many programmes and large projects, testing will take up a significant portion of the budget. But it will receive less management attention than an activity of this size warrants.