MS&C has developed a smart home customer journey analysis concept and regularly investigates the six steps of the sales and after-sales phase of newly launched smart home products (purchase, unboxing, installation, configuration, usage, extension). Customer journey is an analysis concept to measure the customer satisfaction along the pre-sales, sales and after-sales customer experience.
QIVICON is a German smart home solution (powered by Deutsche Telekom) which entered the market in October 2013. The business model promises a high degree of flexibility to the customer in terms of product compatibility as QIVICON partners with a variety of different firms such as Miele, Samsung, Belkin, or Deutsche Telekom. Compared to industry’s benchmark, QIVICON’s customer journey score reaches a solid mid-field position