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Module · Customer experience & service excellence

What customers really experience, measured systematically and improved in a targeted way: customer journey, NPS, complaint management and service culture.

CHF 5'900.–excl. VAT

MC-BER-140 4–8 Wochen · 4 Beratungstage Beim Kunden Pauschal Expenses at cost
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Direct booking with prepayment: choose a free slot, pay, confirmation arrives immediately. Quote within two working days.

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Price
CHF 5,900.00 CHF 5,900.00
CHF 5,900.00
Terms and Conditions
Documents
MAROIS_Factsheet_MC-BER-140.pdf
Your benefit
  • Customer Journey aus Kundensicht: Schmerzpunkte sichtbar
  • NPS, CSAT und CES richtig messen und nutzen
  • Beschwerden als Verbesserungsquelle
  • Servicekultur, die im Team verankert ist
What's included
  • Kick-off 2 h, on-site analysis, two workshops, handover 2 h
  • End-to-end customer journey mapping
  • Measurement concept for NPS, CSAT, CES and voice of the customer
  • Complaint management and service culture
How it works
  1. Kick-off 2 h (bookable directly): goals, scope, participants, dates
  2. On-site analysis (½–1 day): documents, KPIs, conversations
  3. Workshop 1: develop the concept with your team
  4. Workshop 2: elaborate, validate, decide
  5. Handover 2 h: results, implementation plan, next steps
Deliverables
  • Customer journey map
  • Measurement concept with questionnaire and evaluation
  • Complaint process
  • Action plan
Who it's for & prerequisites

Service management and executives who want to raise customer satisfaction measurably.

  • Decision makers at kick-off and handover
  • Service management, back office and service engineer representatives for the two workshops
  • Documents and KPIs, where available
Not included / options
  • In-depth work or implementation support: consulting day MC-BER-030
  • Travel outside the region: at cost (MC-ZUS-010)
Additional services
Consulting day: your topic, a full day (9–17 h)
One day on site with you, 9 am to 5 pm. You decide which topics we cover: strategy, organisation, spare parts, an ongoing project, an urgent problem or sparring for service management.
CHF 2'200.–
Module kick-off 2 h (deposit, credited)
Kick-off for a consulting module: define goals, scope, participants and dates. The deposit of CHF 900.– is credited in full against the module.
CHF 900.–

What customers really experience, systematically measured, deliberately improved: customer journey, NPS, complaint management and service culture.

What it's about

Customers don't remember the machine, they remember the service when something went wrong. Without measurement, customer satisfaction remains a feeling, and improvements remain chance.

How it works

  1. Kick-off 2 h (bookable directly): goals, scope, participants, dates
  2. On-site analysis (½–1 day): documents, KPIs, conversations
  3. Workshop 1: develop the concept with your team
  4. Workshop 2: elaborate, validate, decide
  5. Handover 2 h: results, implementation plan, next steps

Included

  • Kick-off 2 h, on-site analysis, two workshops, handover 2 h
  • Customer journey mapping end-to-end
  • Measurement concept NPS, CSAT, CES and voice of customer
  • Complaint management and service culture

Deliverables

  • Customer journey map
  • Measurement concept with questionnaire and evaluation
  • Complaint process
  • Action plan
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