Over the past three decades, the issue of customer
experience has been actively studied by the scientific community
from various sides. Despite the objective importance and
growing opportunities for collecting information about customer
experience, the available methods in practice are not perfect. Therefore, the author’s approach to research is proposed in the
work, which involves several stages of collecting and analyzing
information, structuring it and forming a number of quantitative
indicators that allow assessing the success of the company’s
activities in the issue of communication with the customer.