Customer Metrics

Companies talk a great deal about customer centricity, but few can objectively assess and demonstrate how consistently they actually act on it. Customer Metrics emerged as a spin-off from Lucerne University of Applied Sciences and Arts to close precisely this gap. That is why we invested in this start-up through our subsidiary PXP Ventures.

Together with experts from academia and practice, a globally unique approach was developed that makes customer centricity holistically measurable for the first time. It combines the perspectives of employees and customers to reveal an organisation’s maturity in customer centricity, identify concrete areas for action and initiate lasting change.  

Custopia transformed this scientific approach into a digital platform. Its dashboard gives companies a 360° view of their customer centricity, showing where organisation, processes and customer experience work together optimally and where potential remains. Customer centricity thus evolves from an abstract guiding principle into a measurable and manageable discipline.