In several projects, he developed methods and tools that make it easier for businesses to understand the needs of their customers and employees. At the travel company Kuoni, he developed the Kuoni Travel Compass®, an innovative tool designed to assist travel agency customers with their holiday planning and decision making. He also introduced the Net Promoter Score as the main customer KPI. At Swisscom, Nils was responsible for the development and implementation of the employee feedback tools Pulse and Looping as well as the yearly measurement of the Customer Centricity Score.