Customer monitor Germany
Customer Monitor Germany is a cross-sector benchmarking study on customer orientation in the German business-to-consumer market , which has been collected annually by Service Barometer AG since 1992. The focus of the investigation is on the individual aspects of customer satisfaction and the quality of the customer relationship, as well as their effect on customer loyalty .
Since the start of the measurement in 1992, over 80 sectors of the retail, financial services, infrastructure, travel and traffic, media and logistics sectors have been examined using the Kundenmonitor Deutschland . The branch set varies, core branches are surveyed annually. The surveys are not carried out on the initiative of individual companies , but as part of an independent research project. The respondent indicates the company he uses most frequently in the respective industry and is then asked about it.
Objectives of the project
- Highlighting the best performance for industry-internal and cross-industry benchmarking
- Demonstration of customer perception in individual quality areas for quick and flexible adaptation of the offers
- Provision of representative indicators for customer orientation for executives from marketing , sales , controlling and quality management
- Increase in customer satisfaction and customer loyalty in Germany to expand competitiveness