Abstract: The invention measures and captures customer experience perception parameters against a host of touch-points and from various perspectives, through a coordinated and participative process. Further it provides detailed insight into various telecom process and application impacting the customer experience by using standard approach of eTOM process & TAM application for better understand ability. The system also enabled to perform RAG analysis for the purpose of report generation that helps the management identify good/bad customer experience areas within the total lifecycle of the interaction with the customer.