Self-service benchmarking for digital excellence

The client faced the challenge of objectively assessing the actual performance and quality of its digital self‑service offerings. Existing KPIs and internal assessments did not sufficiently reflect how customers truly experience the services end‑to‑end. In addition, the client lacked a structured benchmark against market standards and best practices as well as a clear fact base to identify concrete improvement areas across relevant self‑service use cases.

Eve by Eraneos followed a hands‑on, experience‑driven benchmarking approach focusing on how digital self‑services are truly perceived and used by customers. Relevant target groups and realistic customer scenarios were defined to ensure meaningful and comparable insights. All selected self‑services were then tested end‑to‑end using real processes, including actual self‑service transactions and live, real‑time interactions, conducted through structured mystery shopping. The complete customer journeys were critically assessed, documented via video, and evaluated both quantitatively and qualitatively across multiple dimensions such as usability, process integrity, efficiency, and overall experience. Based on this comprehensive analysis, Eve by Eraneos derived concrete, prioritized optimization recommendations to improve self‑service performance and customer satisfaction.

The project created a fact‑based and transparent view of the strengths and weaknesses of the client’s digital self‑service landscape. By experiencing the services end‑to‑end and benchmarking them against selected market offerings, concrete gaps in usability, process clarity, and overall experience were identified. The client received a prioritized set of improvement measures, enabling targeted enhancements of digital self‑services and a solid decision basis for future investments in customer‑centric digital channels.

The client is an internationally operating insurance group with a strong focus on digital customer interaction and continuous improvement of its self‑service and portal offerings.