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.

This year, in addition to exciting insights and benchmarks, you will again find an excursus in the report. This year, the excursus focuses on the topic: Generating value with customer experience. Order the report 2022 at the price of CHF 1’000.- / Euro 900.-: Order Service Excellence Market Report 2022

Download the Service Excellence Report 2022 - Management Summary

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.

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.

A 10% increase of employee satisfaction results in a 3% increase of customer satisfaction!

Everybody is talking about digitalization an machine learning, but now we can prove that you cant ignore the human touch within customer management. Customer service is most succesfull if the employees are motivated!