CCS – Customer Commitment System.

Good and strong customer loyalty determines on the success of a company on the market. The goal of the CCS ("Customer Commitment System") is to make customer loyalty measurable and to show choices of action for its improvement.

To measure quality and strength of customer loyalty of a company or several parts of a company we use a figure called customer loyalty index (KI Kundenbindungsindex). The KI provides information on the success of initiated actions and makes it possible to compare different parts or branches of a company.

Below you find an example of a customer loyalty portfolio, which shows you over time in the form of a graph, what the instruments of customer loyalty are, where potential for an increase in customer loyalty lies and which constraints and chances exist. The graph defines which quality features the company should enhance (communication axis) and where certain measures should be taken (action axis).

In the course of time this portfolio informs you on the success of advertisement, communication and measures taken.
By comparing different target groups it is possible to analyse various criteria with the result of being able to focus on these target groups specifically.

Analyses of customer loyalty can be carried through both on the basis of point of sale (POS) surveys or customers, readers or subscriber surveys and as a result of representative population surveys provided that a sufficient number of customers is available.

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