A company is looking for support in the project to evaluate, implement and further develop quality surveys in digital channels. The goal of the project is to increase customer satisfaction in digital channels, evaluate, implement and enhance survey methods to enable consistent measurement of customer satisfaction across all channels. Improvement opportunities should be identified and implemented.
The role includes advising, developing and implementing measures to collect and improve customer satisfaction in digital channels. Main tasks:
- Advising on survey methods to gather customer experience and quality in digital channels, market standards, benchmarks and future direction.
- Developing a future model for quality in digital channels, relevant KPIs and survey methods as well as standard processes.
- Implementing the agreed measures, including interface management and coordination with technology partners and social partners.
- Testing the implemented measures to ensure they meet the required criteria.
- Consolidating and listing the existing and missing customer survey methods/quality KPIs across all responsible digital channels.
- Advising on the preparation of decision papers and implementing the necessary measures.
- Identifying improvement opportunities and developing a standard process for transparency and execution.