The customer:

NDR is a modern media enterprise with a number of attractive and successful radio stations and television networks in northern Germany. Eight radio stations, four regional television networks and the NDR television network provide the populations of Hamburg, Mecklenburg-Western Pomerania, Lower Saxony and Schleswig-Holstein with high-quality programs characterized by their journalistic competence and diversity. As the ARD’s third largest broadcasting corporation, NDR also provides a more than 16% share of the joint programming broadcast by Erste Deutsche Fernsehen.

The project:

Analysis of the Listener and Viewer Post department of NDR Brand Communication and formulation of recommended actions for optimising operations in the department with the aim of further professionalizing audience service.

Objectives and results:

• Analysis of the corporation’s performance with regard to service quality and audience retention
• Analysis of service quality in the competitive environment of public-law and private broadcasting services (benchmarking)
• Determine optimisation potential at procedural, organisational and technical levels which can be realised in the short term
• Design of a pragmatic, solution-oriented ticket system to further optimise work performance
• Outlook with regard to the potential for expanding listener and viewer communication at NDR

Interested in learning more? Feel free to contact us for further information.