Satisfaction and loyalty:
We take a holistic approach to measuring quality.
With pinpoint accuracy.

Internal optimisation only succeeds if it is noticed and appreciated by your customers. Customers, employees, managers and competitors each have a completely different perception of the same service.
Our measuring instruments enable you to change perspectives and look at quality from all angles. This creates a reliable basis for improving service quality and enhancing customer loyalty. We provide you with real-world indicators that are relevant to your company and create a platform for efficient quality management.
On request, we can also advise you on the development of monitoring and target agreement systems as part of your quality management regime.

Our proprietary csm.factory tool was developed as an integrated market research concept to support these objectives. Among other instruments, it includes: 

• Multi-attribute customer satisfaction analysis 
  
• Event-driven customer satisfaction analysis 
  
• Quality recalls (day-after calls) 
  
• Mystery research (mystery visits, mystery calls) 
  
• Employee surveys
  

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