Experience Checks
Measuring customer satisfaction
Reflection instead of illusion. “How can we actually measure success?” is probably the question we hear most often.
Our experience shows:
By moving away from a one-sided focus on quantity. Customer experience is not just about minutes spent, but about the quality of the interaction. It is always about both: quality and quantity.
By not relying solely on what market research companies typically offer as standard. Instead, by focusing rigorously on your specific context and your customers.
By combining three perspectives: customer loyalty, employee loyalty, and process quality. For example, repurchase rates or revenue per customer; employee satisfaction and the quality of collaboration between departments; as well as complaint volumes and delivery reliability
Organizations that have taken the leap into new experiences with us climbed from third place to first place in their customers’ preference rankings. They significantly increased their NPS or demonstrably retained customer contracts that were thought to be lost. And just as important: employee loyalty rises consistently as well. In short: experience works.
Customer WOW! Check
The independent view on the customer experience
Involve instead of ignore. Customer enthusiasm is always shaped by logical processes, well-designed touchpoints, and human interaction. That’s exactly what we examine. Using the three forwardservice quality dimensions, we take a close look at the customer experience in your organization: potential quality, process quality, and interaction quality.
sisi-Index
Service culture is measurable
A holistic assessment of your service culture to achieve measurable excellence across the organization. The sisi Index weights key metrics across five perspectives and evaluates them in relation to one another. It builds on your existing data, reflects the individual conditions of your organization, and creates clear links between your metrics and their impact on the quality of your service culture.
TOP Service Certification
Proven improvement in customer satisfaction
The TOP Service Seal is your instrument for making service quality measurable and improving it in a targeted way. Together with our partner Top Service Deutschland, we assess your service level through scientifically sound customer and employee surveys. Based on these insights, we work with you to develop a clear strategy to address key areas sustainably. And if everything comes together, you may even be awarded the TOP Service Seal.
