New benchmarking figures: Customer Loyalty

For the first time, service excellence cockpit captured information about loyalty programmes – as an extension to the chlient experience KPIs (participating is optional for service center managers).

Selected questions for loyalty management

Note: The respective questions are primarily addressed to customer loyalty managers.

Participation in the survey is free of charge. The loyalty related survey will take approximately 10-15 minutes to complete. As always, your answers will be treated anonymously and will be exclusively displayed in the cockpit. The other participants only see average market and peer group data.

In order to get meaningful data and a sound benchmark basis, please register and answer the following questions:

  • General: 1.1 and 1.3
  • Processes: 2.1 to 2.4
  • Efficiency: 3.1
  • Clients: 6.1 to 6.3
  • Clients: 6.10 to 6.14 (key questions about loyalty)