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Trendradar – KPI Insights for Customer Experience

  • by DEVK (Germany)

Objectives

  • Combine key KPIs from multiple research sources in one transparent dashboard:
  • Relevant indices (satisfaction, loyalty, potentials, NPS, service index, digital index)
  • Market comparison and time series analysis
  • Permanent measurements
  • Other feedback sources
  • Provide leadership with a clear, consistent view of customer satisfaction trends.
  • Enable transparency across the company.

Progress status

Completed / Deployed

Rolled out & continuously updated

  • Distributed regularly to top management and leadership
  • Accessible for all employees

Work team

  • Developed in house
  • Project Management: Project Mgt: Market & customer Research Dept
  • External partner/team: External Partner: MRS Consulting

Work carried out to date

  • KPI framework defined and consolidated from multiple research programs.
  • Dashboard established and updated on a regular basis.
  • Distribution channels set up: board, senior leadership, line managers, intranet for all employees.
  • Structured narrative added (highlights, risks, developments).

First Results & Lessons learnt

  • High visibility of CX results across the organisation.
  • Stronger awareness of customer satisfaction trends.

Difficulties encountered & Remainng Challenges

  • Increasing engagement and internal visibility beyond regular reports.
  • Encouraging consistent follow up on insights.

Interested? Hear more about DEVK’s approach during Workshop 4