This Case Study investigates how Digital technology impacts customer loyalty and experience as predicted by the Net promoter score against different Digital Maturity metrics in the context of Building Material Suisse (BMS), a leading interior design and building materials provider. The primary objective of this study is to assess if higher Digital Maturity as per the Digital Maturity Performance Index will translate into higher Net Promoter scores resulting in better customer satisfaction and experience across the company’s nine showrooms in German-speaking Switzerland.

Using the developed Digital Maturity Performance Index (DMPI) which measures different maturity metrics such as Technology Sophistication, Digital Engagement, Customer Consultations, Sales Impact and Operational Efficiency, this research analyses 18 months of operational data and customer feedback gathered directly from Building Material Suisse (BMS) dashboards. By quantifying the maturity metrics in terms of performance, our proposed Digital Maturity Performance Index (DMPI) will be able to evaluate each showroom and compare it to its corresponding Net Promoter Score to assess the relation between Customer Loyalty and Digital technology.

The findings from this study indicate that while Digital tools can significantly enhance costumer experience, they must be paired with human-centered factors such as Staff expertise, appointment planning and location accessibility. These factors are instrumental in promoting customer loyalty and experience. However, it is to be noted that certain showrooms with a moderate level of digital maturity were able to attain a high level of Net Promoter Score. This highlights the crucial role of personalized service alongside investments in Digital technology for a better overall customer experience. The study concludes by offering actionable insights and managerial direction to Building Material Suisse and similar organizations seeking to optimize customer loyalty through targeted identification of Digital performance metrics and relevant literature. By adopting the framework as presented by the Digital Maturity performance index developed in this thesis, Decision makers can identify which showrooms would benefit from additional digital investment or service improvements. Ultimately this thesis emphasises the importance of Digital Technology and strong human interaction to drive sustainable competitive advantage in customer facing industries.