the ask
build a data-driven CX dashboard to boost loyalty
When Videoland (RTL) reached out for a CX Monitoring System, we were thrilled to dive in! Together with their team, we set out to build an effective measurement structure and dashboard that would allow them to act on their key customer metric: the NPS.
The goal was to use the right mix of customer feedback, behavioural data and operational metrics with an intuitive structure so teams can see exactly where the experience needs improving and take data-driven action.
the challenge
unclear focus for improving customer experience
Although Videoland tracked NPS continuously, they didn’t have a clear way to zoom in on which parts of the journey were underperforming. Without a structured data model or dashboard, feedback stayed at a high level. This gap made it challenging for Videoland to prioritise customer experience (CX) enhancements.
quote 1
“Essense helped us to define a CX plan. By considering it from various perspectives we developed a focused approach together to gain greater control over the customer experience.”
Sterre Horsman, Sr. Projectmanager Research at Videoland
our approach
agreement on ownership to embed approach
We helped Videoland build a CX monitoring system by identifying key moments that matter most to customers and defining measurable indicators for these.
Together, we translated insights into a tailored dashboard and agreed on ownership to embed this approach within their teams.
quote 2
“With Essense’s clear stepwise and enthusiastic approach we combined our data and customer insights into a well organised CX dashboard. We see in one view where we perform well and where there are opportunities to strengthen the customer experience.”
Natascha Hoogeveen, Sr. User Experience Researcher at Videoland
the outcomes
a tailored and comprehensive CX dashboard
Combining data and customer insights into a well organised CX dashboard.
new insights for data improvement
Gaps in data collection were identified and provided new insights and clear direction for data improvement.
Nicolette Nijhuis
Proposition Owner Data-Driven CX & Measurement