This consumer insight portal shows constantly updated key figures about customer orientation, based on reliable surveys. Since its establishment in 1992, the survey Kundenmonitor® Deutschland is the broadest independent end customer study and provides performance indicators for service levels in more than 100 industries. Since 2006 respectively 2008, the survey is also conducted in Switzerland and Austria (learn more about these surveys). Besides, these surveys provide numerous, annually updated market indicators and information about market and consumer trends. For the present portal, they are the key sources for the systematic development of a market information system.
Kundenmonitor focuses on customer orientation and customer satisfaction. Both aspects are an essential part of a sustainable value creation process – not only in service sectors – and are often decisive regarding success or failure of an enterprise. We believe it is not sufficient for a good customer relation management to offer the best and widest customer service. A comprehensive understanding of both customer and market from an earning perspective – in the past, now and in the future – is the essential condition for creating successful long-term customer relationships.
Those who only focus on current customers tend to get blind regarding the developments of the market. Therefore, it is essential to constantly keep an eye on the developments: only those who are aware of changing moods of the population, consumers’ openness for new products and services or changing customer needs can successfully respond to them in time. Market indicators can be of a general nature (e.g. the population development, the proportion of internet users) or related to industry specifics (e.g. the proportion of customers using web-check-in for airlines).