How do we identify what our customers really need?
Jobs-to-be-done Using what we call the Jobs-to-be-done survey, Gebrüder Weiss analyzes what tasks and challenges customers see in various topics and areas – and how satisfied they are with the solutions currently available on the market. This understand- ing helps us develop offers that create genuine value added and promote long-term satisfaction. The survey was introduced in 2023 as part of our innovation initiative and is now conducted every two years – alternating with the conventional customer satisfaction analysis. It is par- ticularly well suited to capturing issues relevant to the future,
Opportunity Landscape Overserved = unimportant + very/extremely satisfied Underserved = very/extremely important + poorly satisfied Table Stakes = very important + very well satisfied Apporpriately Served = medium important + medium satisfied tions) – we identify the areas in which investments promise the greatest customer benefits. By comparing the results with previous surveys, we can spot changes in customer behavior at an early stage – and so can not only react to, but actively anticipate trends. Digital Services / Communication Resilience Transport
such as sustainability, in a structured approach and from the customer’s perspective.
The results are incorporated directly in strategic decisions and specific projects. Our product development team uses the feedback to tailor services more precisely to customer requirements. A central tool used here is Opportunity Scoring. Using two key figures – the Importance Score (relevance of a requirement) and the Satisfaction Score (satisfaction with existing solu-
Supply-Chain-Manageme Optimization Sustainability
Opportunity Landscape (Overserved = unimportant + very/extremely satisfied, Underserved = very/extremely important + poorly satisfied, Table Stakes = very important + very well satisfied, Appropriately Served = medium important + medium satisfied
10
Overserved
Table Stakes
8
Ripe for Disruption
6
Potential for Disruption
Digital Services / Communication Resilience
4
Opp > 15 Extreme Opportunity
Opp > 12 High Opportunity
Opp > 10 Solid Opportunity
Supply-Chain-Management / Optimization Sustainability
2
m
Underserved
Appropriately Served
Transport
0
0
2
4
6
8
10
Importance
Economy
30
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