Developing Key Performance Indicators for the Customer Experience Lab
Aho, Niina (2017)
Metropolia Ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705239655
https://urn.fi/URN:NBN:fi:amk-201705239655
Tiivistelmä
This thesis focuses on developing Key performance indicators for the case company Customer experience lab. At the same time, this study defines the process to measure the success of the Customer experience lab. The business were the case company is operating is changing from product-orientated business to service-orientated business, and there is a need to increase customer satisfaction to be able to stand out from the competition.
The study was conducted by exploring existing case company documentation including information gathering from the global and local key stakeholders through workshops, inter-views and discussions. This study uses case study methodology and qualitative data as a source for the data collection.
The business challenge of this study was to measure the success of the Customer experience lab in terms of the case company employees’ behavioral change, the case company employees’ mindset change, and the case company customer satisfaction. Main findings from the Current state analysis was the gap in the existing processes of the Customer experience lab and expected outcomes of the management team. Processes that already existed were not addressed by this study, but the process that did not exist were the out-come of this study together with the Key performance indicators.
The result of this study will be used to measure the success of the Customer experience lab in the case company. Future will show whether the results will be in that level that this way of working is valuable for the case company.
The study was conducted by exploring existing case company documentation including information gathering from the global and local key stakeholders through workshops, inter-views and discussions. This study uses case study methodology and qualitative data as a source for the data collection.
The business challenge of this study was to measure the success of the Customer experience lab in terms of the case company employees’ behavioral change, the case company employees’ mindset change, and the case company customer satisfaction. Main findings from the Current state analysis was the gap in the existing processes of the Customer experience lab and expected outcomes of the management team. Processes that already existed were not addressed by this study, but the process that did not exist were the out-come of this study together with the Key performance indicators.
The result of this study will be used to measure the success of the Customer experience lab in the case company. Future will show whether the results will be in that level that this way of working is valuable for the case company.