D - customer

Employee insight presents a comprehensive view of employees as internal customers - enables the measurement of satisfaction, loyalty, identification with the goals and visions of company codes of conduct, etc.

The index is used in combination with CSI. Its main benefit is the ability to measure the strength of emotional attachment - i.e. customer loyalty, the threat of customers leaving in future etc.

The index enables to monitor total customer satisfaction as well as individual areas of satisfaction. The index is standardized and enables a benchmark comparison with direct competition or the whole industry. The interpretation value combined with the importance of individual areas for the customer is important. The index in combination with CLI enables to quantify the number of loyal customers, customers in danger of leaving etc.

The analysis enables to identify the behaviour patterns of a target group, decision-making processes, impulses to buy.