Our CX Methodology

Best Practice

Initial situation


Major project successes

Customer-centred controlling system

One of the largest German financial services groups with a multi-brand strategy was faced with the challenge of introducing a group-wide service controlling system. The system was to provide customer-centred key figures and specific benchmarks for the individual group companies according to a uniform measurement logic. The group companies differ both by sector (insurance, building society) and by business focus (generalists and specialists) and distribution channels.

Our approach

A measuring system with three essential elements was designed:

Project result

The surveys reveal both the strategic development fields and market movements, but also provide concrete input for those responsible for the process and mobilise those involved in the process. Key performance indicators were included in the target system for top and middle management. Over several years, an increase in customer satisfaction was achieved across all Group companies.


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