Process optimization along the customer journey

Through process optimization along the customer journey, we were able to increase customer satisfaction measurably.

Initial situation and objectives

  • Decreasing customer satisfaction and willingness to recommend new and existing customers


  • Analysis of existing processes and data for investigation of causes for the reduced customer satisfaction along the customer journey
  • Conducting employee surveys to validate the moments of truth
  • Deriving short and long-term measures to increase customer satisfaction and the Net Promoter Score (NPS)
  • Prioritization of measures considering the following criteria: positive impact on customer satisfaction, customer growth and implementation effort
  • Support with the implementation of measures with continuous success monitoring


  • Optimized processes along the customer journey led to a measurable increase in customer satisfaction and the NPS
  • Management Cockpit for continuous measurement of customer satisfaction per core process along the customer journey