The client developed its own coaching team and coaching concepts to support its Swiss partner car retailers to improve customer satisfaction. This coaching concept put the focus on team coaching while also providing individual coaching. Supplementary to the existing coaching program, the client wanted to analyse the effect of individual coaching in the form of a digital 1:1 follow-up. The company decided to develop a digital follow-up, which will be conducted via Microsoft Teams, and to start a pilot phase.

The bachelor thesis developed the digital 1:1 follow-up to optimise the existing coaching concept. The digital follow-up was conducted with exactly half of the partners. Thus, a pre-post test design with control group was used to evaluate the effectiveness of the complementary digital follow-up. Pre-post data stem from the internal analysing tools of the client, in particular mystery calls to test the partner car retailers. Furthermore, a survey with the participants of the follow-up was conducted.

The findings show that the existing coaching concept works. Moreover, it exhibits that the partners who received the digital follow-up performed 9% better in the mystery calls than the control group. Furthermore, the survey results showed that the coachees were able the strengthen their knowledge with the help of the follow-up. Moreover, the coachees recommend implementing the digital follow-up in other coachings as well. These results lead to the conclusion that the client can integrate the digital follow-up in future coaching concepts.