Measuring customer experience is knowing
A Design Sprint on the theme of customer satisfaction. How can we measure this? And how can we translate the insights into practical guidelines for employees to help customers as well as possible so that they are satisfied with the services provided by the SVB.
The most important insights of this Design Sprint:
- A positive customer experience consists of at least 100 elements. Only a few of these determine more than 80% of the experience.
- Put the employee at the center. If he or she can do his or her job, everything will get better.
- Do not come up with new models to measure. To illustrate: after 3 years of research among 20,000 people, a scale of 1 to 10 turned out to be the best.
The follow-up: collaborating with the customer research department to quickly start measuring customer experience.