Research & Insights

Every company faces its own challenges in the area of customer satisfaction and employee experience. We measure customer experiences by analysing content such as contact channels, customer processes and the customer journey (mapping). With our expertise, we offer you a sound and efficient analysis that is tailored to the specific needs of your company. Our approach is based on the latest findings from behavioural economics research. We know which questions are crucial and which parameters enable an accurate assessment of service quality. We use a variety of proven measurement methods, which we adapt flexibly to your individual situation.

We present the results to you not only in traditional formats such as Excel, PowerPoint and PDF, but also in a user-friendly online dashboard solution. This is hosted on dedicated servers in Germany and allows you to control the results for specific target groups by setting up appropriate access rights.

Below you can see a selection of our portfolio of analysis methods. Are they of interest to you? Let’s talk about them without obligation.

  • Mystery activities with own field research
    – In person
    – By telephone inbound and outbound
    – Chat
    – Mail
    – Social media
  • Touchpoint / 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)
    Analysing the customer experience in end-to-end processes
  • Pain points / WOW analysis
    Analysis of critical events / experience drivers
  • Online customer diary
    Tracking qualitative customer experiences
  • (Open or closed) online community                                                                                                                                                                                                                                       Moderation of communities to gain feedback
  • (Automated) post-contact surveys
    Surveys on different contact channels
  • (Relational or transactional) NPS surveys
    Surveys on different contact channels
  • Social media monitoring
    Analysing opinions on the World Wide Web (e.g. reputation, trust)

Employee Experience (EX)
Analysis of the employee experience
Corporate culture analysis
Employee satisfaction and willingness to support strategic measures (e.g. in the context of digital transformation)                                                                                     Internal service barometer
Analysis of internal customer-supplier relationships
Mood index
Employee sentiment (in the change process)
Market barometer
Employees in contact with interested parties and customers systematically provide market knowledge

  • Partner satisfaction analysis
  • Pain points / WOW analysis
    Analysis of critical events / experience drivers
  • Online customer diary
    Tracking of qualitative customer experiences
  • (Open or closed) online community                                                                                                                                                                                                                                           Moderation of communities to gain feedback
  • (Automated) post-contact surveys
    Surveys on different contact channels
  • (Relational or transactional) NPS surveys
    Surveys on different contact channels
  • Social media monitoring
    Analysing opinions on the World Wide Web (e.g. reputation, trust)
  • Continuous monitoring of competitors
    With different methods
  • Competitor sales analysis
  • Product-specific touchpoint and experience analysis
  • Performance evaluation
    Independent, objective and from the consumer’s perspective
  • CX portal
    Online-based benchmarking of (digital) services -> cx::radar