Services

Our process expertise at the service of our customers

Our team

  • We are the experts in Customer Experience Management programs in B2B and technological markets.
  • Since 2001, we have managed projects across a total of 112 countries and in more than 20 languages.
  • We deliver Best practice in the way we design and manage this kind of program, and we focus on the deployment of concrete actions.
  • We develop solutions enabling your service organization to react as flexibly as possible to the customers' feedback.

How can we support you?

Depending on your needs, we support your program from end-to-end or for specific project modules:

  1. Project design: Designing the methodology for a customer feedback survey, including sample and measurement methodology, as well as pre-defining the report structure according to project objectives
  2. Questionnaire design: Designing the master questionnaire, pretesting the questionnaire in pilot interviews or focus groups and translating it in the respective languages
  3. Interview process: Setting up the complete interviewing process: interviewer training, communication with the respondents and interview debriefings
  4. Fielding monitoring: Including ongoing fielding management, issuing alerts and triggers in critical cases and publishing systematic project reviews and status reports
  5. Content analysis: Analyzing quantitative and qualitative data based on statistical and data mining tools, as well as categorizing open customers statements
  6. Publishing: Creating reports and management summaries adapted to the different recipient circles, generating measurement indices (e.g. KPIs) and supporting internal company scorecards
  7. Action set up: Conducting result workshops with local and central teams and supporting the development of improvement measures
  8. Action monitoring: Tracking the improvement progress, including "closing the loop" – i.e. feedback to the interviewed customers and tracking improvement perception
  9. Support & training: Providing ongoing customer support including consulting, training and providing web-based, co-creation platforms for ongoing project enhancement