A New Homebuilder Has Developed a '21 Point Touchpoint Map

Multiple Choice

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers. The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement. The homebuilder has found that when consumers make it past the first 15 points, they have a 90 percent closing rate. This Map, is an example of a(n) :

A) goods-service continuum.
B) gap analysis.
C) experience-credence audit.
D) customer contact audit.