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)

The Service Excellence Report 2022 is available!

We are pleased to present the ninth report of the Service Excellence Cockpit. Once again, over 200 service organizations from numerous European countries took part in this year’s survey. Most participants come from the DACH region, but there are also more and more service centers from other European countries that are interested in the results of our report and therefore decide to participate in the survey.

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Customer Experience – Trade-off between customer loyalty and increasing efficiency

The fact that the importance of customer satisfaction and loyalty is high on the management agenda is confirmed by the positive development of loyalty programmes. But in addition to the goal of improving customer experience, companies also have to ensure that customer service is handled as efficient as possible.

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Service Excellence – Increased strategic importance of customer management

Companies are increasingly understanding the potential of a professional customer management and are obviously also willing to invest. The main reason for this trend is a desire to differentiate on the basis of excellent customer experiences.

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