KPIs & Governance

Build a strong CX governance framework and align every aspect of your customer program

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Need to know how to secure ownership and responsibility for the customer experience?

Want to establish the right KPI metrics in your organization?

Know how to follow up and use your KPIs to manage your improvement initiatives?

Linking the customer experience to value

Do you know how your customers experience the interaction with your company? And are you explicit about who is responsible for delivering the customer experience? Linking the customer experience to value is essential to ensure and sustain CX transformation. Having the right metrics to follow up on your customer experience combined with the right governance structure is essential if you want to improve your customer experiences.

We help you choose the right customer experience KPIs and governance structure that will motivate and drive people performance throughout your organization.

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Develop and apply best practice KPIs and governance

Take advantage of reliable benchmarks to accurately measure your CX progress

KPI’s and governance are fundamental cornerstones in any customer program if you want to improve your customer experiences. And we can help you get there. Using best practice, documented processes and hand-on tools our experienced CX consultants are focused on helping you build a consistent and effective KPI and governance structure.

Through fact finding and workshops we help you choose the right customer experience KPIs and governance structure that will motivate and drive people performance throughout your organization. With more than 25 years of experience we know how to design the right stable and valid KPI. Trusted enough to be part of Group KPIs and incentive programs. Together we identify the best possible KPI for your purpose and subsequent governance structure. In the workshop we touch upon e.g. if NPS is the right metric? What about Customer Effort Score? And how to motivate employees by setting a target they can influence?

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Make customer-centric transformation happen!

It all starts with leadership. Improving your customers’ experience will not happen unless you get buy-in from your people and the organization behind it. Integrating customer-centric leadership development into your customer program will significantly increase the chances of making your customer centric transformation happen.
Build and sustain a positive customer experience.

At Ennova, our experienced Leadership and Team Development consultants knows how to develop and train your leaders in a more customer-centric approach. Based on central leadership dimensions e.g. providing direction and purpose, drive disciplined execution, fostering a customer centric culture in the teams, etc. we help you build the leadership behavior needed to initiate and take CX to the next level.

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Identify critical customer insights

- and improve your customer experience based on facts

Based on the latest research and solid best-practice experience we have combined state of the art analytical models and AI with next generation CX contents. In other words, you are offered next generation CX insights in the market to capture the strength of the relation between you and your customers. E.g. you get data driven recommendations on where to begin your development efforts to improve the things that matters to your customer.

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Ennova Knowledge center - The results are in

Ennova CX Knowledge Center

Delivering value to your organization

Combine your customer insights with our CX Knowledge Center consisting of best practice contents and ways to support you on how to translate insights into actions. From analyzing results over creating organizational ownership to ensuring commitment from top management to mobilizing the organization CX Knowledge Center helps you keep momentum.

Learn more about Ennova CX

We are a full-service provider with a wide range of relevant specialized and experienced experts. Regardless of whether you need help designing a full customer feedback program or just want to execute a customer survey we are ready to help you and have the necessary competences in-house.


customer centric leadership

Develop and train your leaders and make customer-centric transformation happen! 

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Customer Relation Survey

Identify critical customer insights and improve your customer experience all the way.

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people & culture

Create a fact-based CX culture baseline with a CX culture survey.

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ISO Certified
AA Certified

Your data is safe with us


Tightened regulations require raised attention to confidentiality and data security. With Ennova you can calm your security representatives. All your processes are compliant with General Data Protection Regulation (GDPR). We have been ISO27001 (security) certified since 2012. We pass annual ISAE 3000 and SOC 2 audits without remarks.


About our certifications


Can I help you?

If you have any questions regarding KPIs & Governance, then contact me, and I will get back to you.

Nicholas Vinther Skov, Engagement Manager - Head of Customer Experience Advisory:

E-mail: nvs@ennova.com, phone: +45 86 20 43 42

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Ennova understood our concerns and helped us redefine the survey

- An Beullens, HR Manager Corporate, Azelis


I can rely on what I get from Ennova. They give our CX work the stamp of quality

- Morten Bach Jensen, Group Vice President, Group Marketing, Grundfos


Ennova challenges us on our expectations. They always give us the best and most relevant advice.

- Trine Neimann-Platz, Vice President of Strategy, Sustainability & Norway, Kvadrat


Ennova has been a highly professional business partner that has given us confidence from start to finish.

- Morten Sommerfeldt, Communications Manager, Industriens Pension


The individual focus of Ennova's Fast Track program is unique, because it gave our leaders some very useful tools.

- Mette Vistisen, Vice President People & Organization, VIKING Life-Saving Equipment


Ennova has certainly helped us be able to work in a focused way with initiatives that make a difference in the organization.

- Tina Thomsen, HR Director, Synoptik


The data that we are provided has always been correct, delivered on time, and presented in a way that is easy to understand. 

- Lars Veber Mygland, Program Manager Global Sales & Customer Excellence, FOSS

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