Depending on your objectives, we use different methods of analysis, e.g. mystery activities or surveys on different contact channels. Evaluation criteria are selected according to your objectives. The analysis typically focuses on Compliance with standards, quality of experience and image impact.

From shop/branch tests to analysing your messenger services, we evaluate all contact channels. You then receive a detailed report that allows you to monitor and even control the contractually guaranteed quality of your service provider. Of course, (automated) follow-up contact surveys are also possible in order to determine the quality from the perspective of prospective and existing customers.

We use our benchmark database, which we have been maintaining for over 25 years, to compare your performance quality with that of your competitors. You gain insights into your strengths and weaknesses. Among other things, you will find out what you can learn from others in terms of best practice.

You can use our online platform cx::radar to systematically and continuously compare your customer experience with that of selected competitors. This enables you to use a CX controlling system.

We evaluate your competitors‘ sales measures and compare them with your process. The focus here is on behavioural economic aspects that increase the probability of closing a deal. Benchmarking and best practice are keywords that describe our approach.

We use various methods to analyse the opinions of prospective and existing customers. Mystery activities, automated surveys, NPS surveys, transactional and relational surveys. Depending on the objective, we coordinate the methodology with you to ensure an optimal cost-benefit ratio.

We use the community concept to institutionalise dialogue. We hold discussions with your stakeholders, such as customers or partners, in closed groups. Ideas and performance and process optimisations can be checked for acceptance.

An alternative is to set up a corresponding stakeholder panel. Here, the panellists are continuously surveyed online about their experiences and opinions. The results of the panel show developments and changes over time.

On request, we can take over the acquisition of stakeholders, the management and control of the panel or the moderation of the community.

We analyse the quality of experience of your existing and planned information, onboarding, transaction and support processes. We identify pain points and ways to eliminate them in the end-to-end process. The assessment is always carried out from the perspective of prospective and existing customers.

Ideally, we already support you in the planning and (re)design of end-to-end processes. The quality of experience is evaluated through pre-tests as part of our research. To do this, we use closed user groups and/or behavioural economic expert evaluations.

Our aim is to create positive emotional experiences in the process experiences of prospective and existing customers. After all, it is not satisfaction but emotions that are decisive for customer loyalty.

Communication guidelines (telephone, written) are developed or optimised with you on the basis of the latest developments, e.g. behavioural economic findings. In order to check compliance with the specifications for internal and external audits, appropriately weighted analysis criteria are drawn up and a target performance index is generated.

We differentiate between contacts initiated by you or by your prospects and customers.

Internal and external measures, such as mystery activities or surveys, must be harmonised in terms of content. We provide you with an online tool that records the results of your internal audits and compares them with external findings. This enables a holistic quality assessment and a controlling system is set up. Deviation analyses then show further measures for optimisation and control.

The development of the criteria (including the derivation of weightings and the creation of performance indices) is ideally carried out together with you. We will provide you with a corresponding online tool in which your auditors can enter their results. You can analyse the results on a team and organisation-specific basis and export them for internal use. On request, we will be happy to support you in interpreting the results.

From the customer’s perspective, the introduction of self-services means a change in behaviour. Changes must include added value and guarantee customer benefits. The first experience is particularly important: it must be uncomplicated and intuitive.

We support you in the design and communication of these services, taking behavioural economic aspects into account. In addition to expert evaluations, pre-tests are also used here. We conduct these with the help of our in-house field research, for example.