Customer Experience Management
Check-out process, customer satisfaction, customer experience, touchpoint analyses
Reuter, one of the largest online retailers for the bathroom, lighting and living sectors, was founded in 1986 as a one-man company under the name "Bernd Reuter Heating and Sanitation". The company grew quickly and opened its first bathroom showroom for sanitary products in Niederkrüchten, NRW in 1994. Since then, Reuter has gradually transformed itself from a craftsman's business to one of the largest specialist and online retailers and pioneers in the sanitary industry. Today, the company has a large logistics centre where a huge selection of products is always in stock and available for immediate delivery. Here, the customer can choose from top brand articles from numerous manufacturers in the online shop. For questions and telephone orders, the expert advice service is available 1 days a week until 7 pm. In 22, 2015, 2016 and 2017, Focus Money named Reuter Germany's best bathroom outfitter. The new claim "a name, a word." at the end of the year presents the message that Reuter stands by its promises and is always there for its customers.
"For the feedback evaluation of all touchpoints, QuestionPro is a great choice to quickly and easily create questionnaires for obtaining customer feedback and to be able to adapt them "in time". The good price-performance ratio convinced us as well as the first-class support at QuestionPro."
High standards in terms of product and service quality
The company maintains high standards in terms of product and service quality and a high level of customer satisfaction is firmly anchored in its corporate philosophy. Therefore, reuter.de regularly surveys customers at various touchpoints about their experiences within the purchasing process in order to always gain an up-to-date view of customer satisfaction and the quality of service. The company decided to conduct the important touchpoint analyses with the QuestionPro feedback platform.
Download success story
This case study shows the advantages reuter.de has in multi-channel retailing by using QuestionPro as a feedback platform to conduct touchpoint analyses and why the company chose QuestionPro.
→ Download the user report (PDF, 3.5MB).
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FURTHER INFORMATION
- CX Insights Cloud from QuestionPro. Everything you need for your Customer Experience Management can be found on a central platform
- The big QuestionPro-Guide on the subject of customer surveys: definition, development, methods, examples, evaluation, template for import.
- Customer Experience Management Platform: Make an appointment now for a live online presentation!
- Carry out touchpoint analyses with QuestionPro
- Software and tools from QuestionPro for your experience management
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