Customer Satisfaction--few companies really understand it. More than just politely answering the phone or courtesy at the check-out counter, customer satisfaction is a measureable phenomenon which combines the effect of an integrated set of variables.
Managing the complete set of satisfaction variables make the difference between a bad reputation and customers shopping elsewhere and market dominance and world class status.
Our research shows the predictive customer satisfaction value set that today's organization must pay attention to if they want to have a genuine positive effect on customers. This positive effect means an increase in sales, positive word of mouth, loyalty, preference and market competitiveness.
How an organization scores on the ten predictors of satisfaction can guide everything from product choice, design of delivery systems and marketing strategy.
We offer a scientific data-driven approach to increasing customer satisfaction blended with fresh customer satisfaction culture change and education and internally driven improvement initiatives.
Our Approach
1. Baseline internal satisaction audit- self assessment with representation from every employee and department.
2. External Satisfaction data collection
3. Process observation, mapping and measurement in identified 'low areas'
5. Improvement initiatives and process improvements developed internally, tested and measured.
This process is designed to be niether time consuming or expensive and will easily pay for itself in process optimization and time savings, cost savings, increases in customer sales and staffing efficiencies.