Through process optimization along the customer journey, we were able to increase customer satisfaction measurably.
Initial situation and objectives
- Decreasing customer satisfaction and willingness to recommend new and existing customers
Approach
- Analysis of existing processes and data for investigation of causes for the reduced customer satisfaction along the customer journey
- Conducting employee surveys to validate the moments of truth
- Deriving short and long-term measures to increase customer satisfaction and the Net Promoter Score (NPS)
- Prioritization of measures considering the following criteria: positive impact on customer satisfaction, customer growth and implementation effort
- Support with the implementation of measures with continuous success monitoring
Results
- Optimized processes along the customer journey led to a measurable increase in customer satisfaction and the NPS
- Management Cockpit for continuous measurement of customer satisfaction per core process along the customer journey