Customer loyalty 2025: This is how ISS and Payback secure your loyal users!

Customer loyalty 2025: This is how ISS and Payback secure your loyal users!

Westfield Shopping City Süd, Vösendorf, Österreich - On August 12, 2025, industry experts met in the SDG lounge in Westfield Shopping City Süd (SCS) in Vösendorf for an revealing discussion about quality management and customer loyalty. In the Peter & Paul show, Erich Steinreiber, CEO of ISS Facility Management, and Walter Lukner, Managing Director of Payback Austria, commented on the challenges and opportunities that arise in these areas.

stone frequency emphasized the central role of quality management for sustainable customer loyalty. He emphasized that committed employees: inside and a constant effort to improve are crucial for the satisfaction of customers. ISS Facility Management, with over 7,000 employees: inside, sees itself as a reliable partner who offers innovative service solutions in difficult times. The portfolio not only includes traditional cleaning services, but also technical services and modern company catering.

The role of digitization

Digitization plays an increasingly decisive role in quality management. As reports Quality.de, the real-time monitoring of quality data enables quick reactions to problems and continuous improvements in the processes. Companies can increase their efficiency through digital technologies and significantly improve customer satisfaction. In addition, digitization facilitates cooperation between departments and locations.

stone tribers and Lukner emphasized the need to implement innovative digital solutions in the program. Lukner pointed out that Payback, a multi-partner platform with over 300 partners and around 3.2 million active users: inside, play a central role. In the first quarter of 2025, coupon use at Payback increased by over 20 percent, which is interested and the advantage of users: underlines on the inside.

In addition, Lukner explained that customer loyalty only works if customers can see a clear advantage inside and use it regularly. Payback's multi-partner program offers crucial incentives through the possibility of collecting points from various partners.

importance of cooperation and quality assurance

In terms of cooperation between departments, [OECPLUS.de] (https://oecplus.de/de/blog/manager/qualitaetsmanagement- process-oriented-und-und-kundes-und-und-kundes-und-und-kunde--und-kunde--und-kunde--und-kunde) suggest that a process-oriented approach in quality management is essential. The formation of interdisciplinary teams and regular meetings are central measures to improve this cooperation. In order to meet the constantly growing requirements, companies have to create clear roles and responsibilities.

Steinreiber announced that ISS regularly measures employee satisfaction and reacts to the challenges of the shortage of skilled workers. With a retention rate of 97 percent, ISS loses only about three percent of its customers annually, which indicates the excellent quality of the services offered.