Doppelmayr

Eine moderne Seilbahngondel schwebt neben einer Stahlstütze über einer verschneiten Berglandschaft.

Success Stories / Doppelmayr

Continuous Monitoring of Project Satisfaction

Since 2023, Doppelmayr has been utilizing continuous project satisfaction monitoring as a feedback instrument for complex client projects – to identify potential for improvement early on and to specifically develop project quality and collaboration further.

The Company

Ropeway Technology and Mobility Solutions Worldwide

Doppelmayr realizes over 100 ropeway projects annually for clients worldwide. A large portion are deployed in alpine tourist destinations, while individual projects also serve as a component of public transportation in urban areas. These projects are characterized by high infrastructural importance, significant investments, tight realization windows, and intensive collaboration between clients, Doppelmayr, and other trades.

The Challenge

Key Elements of the Assignment:

At the core of the project was the establishment of a cross-project feedback system to ensure high project quality. After completion or commissioning of a project, clients and relevant project managers are systematically surveyed. The goal is to make client satisfaction at the project level, specific improvement requests, and potential process weaknesses visible, and to continuously derive optimization measures from them.

Conception of a structured feedback process for measuring project satisfaction after project completion or commissioning of the system
Collection of differentiated feedback from clients and project managers on key project phases and contact points
Establishment of a live results dashboard where data can be viewed, filtered, analyzed, and used for improvement measures in a user-specific manner
Consulting and derivation of concrete recommendations for action from the collected results

The Cornerstones of Our Approach:

Together with Doppelmayr, IMARK first developed the survey system, including questionnaire logic, role and project variants, invitation procedures, and multilingual implementation. Since its launch, the monitoring has been ongoing: surveys are conducted in defined waves, and the results are provided in the IMARK Insight Viewer, where they can be analyzed live, filtered, and exported.

Development and programming of external and internal online questionnaires in five languages

Coordination of the invitation procedure, including timing, contacts, language, questionnaire version, and reminder process

Ongoing population and quality control of the dashboard, including display of KPIs, time trends, open responses, and relevant subgroups

Integration of a feedback tool through which incoming client feedback or contact requests can be processed and forwarded

Executive Reports with current results, observations over time, and important open feedback

Result & Impact

Benefits for Doppelmayr:

The monitoring provides Doppelmayr with a transparent, cross-project overview of project quality. Current feedback is available live in the results dashboard, stored GDPR-compliant on a server in Austria, and filterable by periods, project characteristics, or subgroups. This quickly reveals positive experiences, critical remarks, open responses, and specific client concerns.

Differentiated and balanced client feedback, making both positive responses and critical remarks visible

Clear starting points for improving project execution and collaboration with clients

Strengthening internal awareness of client expectations and concrete levers for targeted team support

Faster response capability to specific client concerns through continuously available results data