Development of a marketing performance measurement method for a leading mobility company

The client commissioned DI Experts to develop and introduce a methodology to consistently measure its marketing and service initiatives. The aim was to make successes transparent and identify optimization potential at an early stage.

A large mobility provider was pursuing the goal of increasing customer satisfaction through an improved and targeted experience. However, it lacked a standardized approach to systematically evaluate the success of ongoing initiatives and service concepts.

DI Experts began with the collection and in-depth analysis of all available data on the existing service concepts in order to create a reliable basis for decision-making. DI Experts then defined the target state in the form of consistent key performance indicators covering all initiatives. Building on this, DI Experts developed a practical framework for the ongoing measurement of these KPIs and set up clear roles and responsibilities to ensure reporting on a permanent basis.

DI Experts established a standardized KPI library that makes all service concepts comparable. The implemented reporting framework enables regular performance reviews based on transparent communication guidelines. Overall, the client now has comprehensive insights into KPIs and targets to systematically evaluate and continuously optimize the customer experience.