Whenever companies measure something, they create a “pointer” that guides attention and behaviour. The risk is obvious: one measurement can become a kind of scalpel applied to complex interdependencies. A tiny aspect is isolated and put under the magnifying glass – while other factors are devalued or, in the worst case, the wrong ones are measured. As a result, nobody pays attention to what is not measured, and a completely distorted picture can emerge.

However, when KPIs are chosen wisely, interpreted intelligently and managed in a motivating way, they become a powerful driver of service quality. The key lies in the right weighting and combination of the relevant criteria.

This is exactly what the sisi Index delivers. It builds on your existing KPIs, reflects the individual context of your organisation, and connects the dots between your metrics and their impact on the quality of your service culture.

This makes it a continuous monitoring and steering tool for measuring your service culture. You gain a differentiated, ongoing overall view of your performance chain. Breaks in performance, key influencing factors and their effects become visible – enabling you to identify the right levers to structurally embed a strong service mindset.