Uster Technologies – Making Customer Experience tangible
Measuring customer experience in real-time and fully automated – that was the vision for a joint innovation workshop with ETH juniors and Uster Technologies. Supplementing the workshop ideas with extensive research and interview work, the project team of ETH juniors developed key performance indicators (KPI’s) designed to measure the experience of Uster’s business clients. We brainstormed more than 100 ideas during the workshop and structured the best into different aspects of customer experience.
We then developed a measurement strategy and connected multiple data-sources to a unified dashboard. The dashboard-visualization of the KPI’s is aimed to both give a birds eye view of different areas of customer satisfaction as well as allow drilling down to individual datapoints if needed.
Having a way to capture our customer’s experience in a holistic manner has been a long-time quest for Uster Technologies AG. We are now able to take action based on a single view/ analysis, and doing so regularly and objectively
Sivakumar Narayanan, Executive Vice President, Marketing & Business Development at Uster Technologies AG