Continuous monitoring of the customer experience

"During the crises raging in the world, we are very happy that our customers' experiences of our operational capability have even improved", says Jan Friman, development manager of YTM-Industrial Oy. 

"For us, measuring the customer experience is a significant part of strategy planning. The results give a clear picture of how customers see us as successful in practice."

"YTM and Melba Digital Oy started cooperation in measuring the customer experience in 2020. Now, looking at the fresh results in 2022, we also have development figures at hand. Alongside the customers' experiences, our own staff also evaluates our performance and competence - in exactly the same way and with the same metrics as the customers. It offers us valuable comparative information, which we in the management team actively utilize."

"Melba's customer experience concept has developed continuously. We have already cooperated in other, previous contexts, so Melba is a familiar partner to us. At the results analysis meetings, there is always a large group of us listening to the views of Melba's Jukka Järvinen. Analyzing the results with the customer also seems to be the salt of Jukka's work." says Jan Friman.