The use of Net Promotor Scores is spreading in Service Centers

Customer service is becoming more strategic …
The strikingly development towards a more strategic awareness of the customer service is confirmed by a widespread use of Net Promoter Scores as a strategic indicator for customer satisfaction. Already 40 percent of those questioned use the NPS and further 13 percent are planning to introduce it.

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.

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.