Customer satisfaction and recommendations as success factors

Improve customer satisfaction and increase your sales! 

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Customer Satisfaction and Recommentations

Customer Satisfaction and Recommentations

Use the Net Promoter Score to ensure customer satisfaction

Clear customer centricity ensures long-term company success. Satisfied customers are loyal customers and they actively recommend your company to others. Dissatisfied customers, on the other hand, pass on their dissatisfaction in different ways which will have a negative effect on the purchasing decisions of others. Companies can secure a competitive advantage by utilizing learnings from customer satisfaction surveys and anchoring them within the organization. Increased customer satisfaction leads to increased revenue growth. 

Do you know how happy your customers are? ​

A simple, yet very meaningful method for surveying customer satisfaction is the Net Promoter Score (NPS). The NPS describes the customers' willingness to recommend a brand. Based on a rating scale, customers are identified who would or would not recommend the brand to others. The higher the Net Promoter Score, the better the brand is perceived by customers – and the better the recommendation rates. In the overall context of optimizing the digital customer experience, the Net Promoter Score is a powerful tool for increasing sales. To increase the NPS, measures can be taken at the levels of products, services, or processes.

The Net Promoter Score

One Key figure with many options

Depending on your corporate context and customer journey, the Net Promoter Score should be structured differently.

  • As a key figure, the Net Promoter Score should be considered in combination with other NPS values (e.g., in relation to the industry average or over several points in time) and qualitative methods (e.g., customer statements).
  • It should be measured at different points in the customer journey in order to gain different insights into customer satisfaction.
  • Various survey approaches enable the Net Promoter Score to be measured in the B2C and B2B sectors.

We utilize methods to make the Net Promoter Score even more meaningful and to identify concrete potentials for improvement. In order to exploit sales potential, it is not enough just to take a  survey of the NPS. It must also be followed by implementation measures to increase customer satisfaction. We can provide you with support in this area!

How likely are you to recommend this application to friends?

Calculation of the Net Promoter Score

Consulting Services for customer satisfaction and recommendations

Discover ways to improve your customer satisfaction and recommendations!

Your benefits 

A one-time analysis and a concrete implementation plan to improve customer satisfaction and recommendations.

How we support you

  • Analysis of your entire customer journey to identify customer satisfaction and revenue potentials
  • Execution of a gap analysis (actual vs. target) to derive and prioritize measures
  • Creation of action areas and a roadmap to efficiently implement measures
Make customer satisfaction and recommendations measurable in your customer journey!

Your benefits

Well-founded measurement of customer satisfaction and recommendations at relevant touchpoints to derive required actions.

How we support you

  • Identification of the relevant points of interaction with your customers to determine the "moment-of-truth."
  • Design of contact point-specific measurement methods to improve the validity (e.g. Net-Promotor-Score)
  • Implementation, planning and piloting of an MVP solution to validate quick results
Promote a continuous improvement process in your organization!

Your benefits

Integration of customer feedback from all touchpoints into development, production, sales, and marketing to derive short- and long-term solutions. 

How we support you

  • Analysis and classification of customer feedback to identify structural errors
  • Conception of a continuous CIP process to increase customer satisfaction and derive areas of action
  • Establishment of an overarching governance process to anchor measures in the organization

Project stories Digital Customer Experience

  • Simulation of the effect of CombiSets in the surgery
  • Sales Innovation
  • From CRM Strategy to Successful Introduction
  • 中国客户体验 (仅提供英文版本)
  • Optimization of Marketing, Sales and Services
  • Brandworld Customer Experience ​
  • Innovative sewing and assistance system
  • Increased Profit Margin in the Spare Parts Business Through Price Management
  • Realizing digital customer journey
  • Market Analysis, Positioning, Pricing
  • Digital Relationship Strategy
  • Focus on customers through customer-oriented key figures
  • Concept creation of a digital process platform

Contact for Customer Satisfaction and Recommendations

Dr. Dominik Fischer

Head of Strategy & Innovation

Paderborn, Germany
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Viviane Zimmermann

Partner, Head of Business Area

Munich/Stuttgart, Germany
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Dr. Verena Joachim

Manager, Team Leader

Paderborn, Germany
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MBS Prof. Dr. Hans H. Jung

Principal

Munich, Germany
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Matthias Söllner

Senior Manager

Munich, Germany
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