KPI Analysis

CONTROLLING QUALITY IN CUSTOMER CONTACT WITH INDIVIDUAL KPI

KPI key figure systems provide economic key figures and company key figures on business issues and are used for controlling and company management.

The following KPIs are of particular importance for customer relationship management and customer experience:

• Customer satisfaction with products and services measured by means of surveys (CSI Customer Satisfaction Index).
• CX customer experience / quality of customer contact evaluated by mystery shopping
• Customer loyalty and churn rate
• Customer loyalty
• Brand perception
• Recommendation probability, NPS Net Promotor Score
• Complaint rate
• Sales, sales/customer, average receipt
• Employee satisfaction

From this information, indices are formed that clarify correlations between the areas and make them controllable. Causes of insufficient customer satisfaction, declining sales, or average receipts can be identified effectively and promptly and optimized with targeted measures.

Company key figures are used in almost all industries: Car manufacturers, car trade, car service, bank, call center, service, car rental, fitness, tanning salon, lottery companies, energy suppliers, gastronomy, health, hospitals, health insurance companies, trade, retail, airport, shopping center, franchise companies, hotel industry, industry, logistics, trade fairs, pharmaceuticals, telecommunications, insurance, publishing houses.