Customer journey analysis and optimisation

Find out how an insurance company collects and analyses customer experience and improves customer satisfaction at different touchpoints of their customer journey.

Success Story

Our client, a large German car insurer, integrated Customer Experience Feedback with eTrusted along the entire customer journey. The goal was to analyse four touchpoints to derive disruptive factors and opportunities for improvement.

With the support of the eTrusted KPI dashboard, the feedback per touchpoint and channel can be easily and clearly analysed and used to optimise the customer journey.

Further benefits for the insurance:

  • Receives authentic and reliable insights from customers which can be used for process optimisation.

  • The online reputation is demonstrably enhanced.

  • Insights and placement of feedback from happy existing customers are used to acquire new customers.


With more than 12 million customers and over 10,000 employees in Germany, our client is one of the largest automotive insurers in Germany.

The organization integrated eTrusted to map the customer journey, collect customer feedback at various touchpoints, and optimise satisfaction.

Overview of success facts

  • 3 Insurances

  • >1700 Feedback count

  • 4,8 Stars


Reference testimonial

"We are very happy with eTrusted and look forward to further cooperation. After only 6 months, we have already been able to collect and evaluate so much feedback from our customers. We didn't expect that!"

(Teamlead Communications)

Referenzen Homepage etrusted

Contact our team.

Do you have further questions?

Information on the processing of personal data by Trusted Shops AG can be found in the data protection information.