Insights EN

Insights

What Are the Main Drivers of Loyalty to Your Company?

Is it your proficiency? Maybe your service quality? The challenges in the areas of customer and employee experience vary from company to company. But with us you can be sure of a meaningful and efficient analysis:

  • We know which questions are relevant and which parameters enable an effective assessment of the status of your service quality. While doing so, we take the latest findings of behavioural economics research into account.
  • With our wide range of measurement methods, we adapt perfectly to your individual situation.

In addition to the usual formats such as Excel, PowerPoint and PDF, we offer to present the results of our analysis in an online-based view, irrespective of the exact content of the analysis. You will receive a dashboard solution with hosting on dedicated servers in Germany and can control how you want to view the results, e.g. specific to a certain target group.

In the following you can see an extract from our portfolio of measurement methods. Are they of interest for you? Let us talk about it.

  • Mystery activities through our own field research
    • In person
    • By telephone inbound and outbound
    • Chat
    • Mail
    • Social media
  • Touchpoint and experience analysis
     Analysis of customer contact points
  • Customer lifetime
    Analysis of the entire process-related customer life cycle (from prospect to customer status)
  • Customer experience (CX)
    Analysis of customer experiences in end-to-end processes
  • Pain points / WOW-analysis
    Analysis of critical events and experience drivers
  • Online customer diary
    Tracking of qualitative customer experiences
  • (Open or closed) online community
    Moderation of communities to gain feedback
  • (Automated) follow-up contact surveys
    Surveys on different contact channels
  • (Relational or transactional) NPS surveys
     Questioning on different contact channels
  • Social media monitoring
    Analysis of opinions on the World Wide Web (e.g. reputation, trust)
  • Employee experience (EX)
    Analysis of employee experiences
  • Corporate culture analysis
    Employee satisfaction with, and willingness to support, strategic measures (e.g. in the context of digital transformations)
  • Internal service barometer
    Analysis of internal customer-supplier relationships
  • Mood Index
    Employee mood (in change processes)
  • Market barometer
    Employees in contact with prospects and customers systematically deliver market knowledge
  • Partner satisfaction analysis
  • Pain points / WOW-analysis
    Analysis of critical events and experience drivers
  • Online customer diary
    Tracking of qualitative customer experiences
  • (Open or closed) online community
    Moderation of communities to gain feedback
  • (Automated) follow-up contact surveys
    Surveys on different contact channels
  • (Relational or transactional) NPS surveys
     Questioning on different contact channels
  • Social media monitoring
    Analysis of opinions on the World Wide Web (e.g. reputation, trust)
  • Continuous monitoring of the competition
    Using various methods
  • Competitor sales analysis
  • Product-specific touchpoint and experience analysis
  • Performance evaluation
    Independent, objective and from a consumer perspective
  • CX portal
    Online based benchmarking of (digital) services -> cx::radar