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MEASUREMENTS
AND RESULTS
Typical questions service organisations might ask are:
“What are my customer’s needs and expectations?”;
“How am I able to satisfy them?”; and
“How do I determine whether your needs and expectations
are met?”
SQ
Centre consultants will guide organisations to answer these
key service questions through a series of workshops and consultations.
Specifically through our:
Customer
Service Tracking System (CSTS)
Internal Climate Surveys
Contact us for further details.
A
Customer Service Tracking System (CSTS)
Customer
satisfaction is a strategic asset in every industry. Although
many organisations track customer satisfaction, grappling
with volumes of data that may seem to be of limited value
may lead to extensive wastage in resources. We provide our
clients with the means to design and implement a CSTS within
the organisation that will effectively allow the organisation
to:
- Assess
the customer satisfaction level
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Fully comprehend the key aspects driving customer satisfaction
-
Prioritise improvement efforts to optimise customer satisfaction
Internal Climate Surveys
Internal ‘customer feedback’ is just as important. Complimenting
our external Customer Satisfaction Surveys, SQ center is also
able to assist you in designing and implementing Internal
Climate Surveys to appraise employees’ perception of
the workplace quality and their corresponding satisfaction.
These surveys provide good insights that explain and link
employee satisfaction to customer satisfaction; efforts that
would help align marked improvements in both employee and
customer satisfaction programmes.
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