2022 EXSA - Gold Award - Service Quality Centre

We develop holistic and flexible training programmes and learning paths that support organisational CX goals and develop employees’ personal growth at all levels, from management to team members. The use of interactive training aids and equipment offers our learners a differentiated learning experience that is highly enriching, engaging, and enjoyable. Through the training programmes, employees will embrace the change in mindset and develop relevant skills for CX Transformation.

The first stage of a CX Transformation programme is to diagnose the current level of service standards in your business. We will conduct an in-depth analysis and research on your organisational strengths and weaknesses in the delivery of services and products, as well as identify the gaps between your current service level and customer expectations. The series of comprehensive reports indicate the breakdown of the internal and external factors influencing the customer experience touchpoints of your business. At the end of this exercise, we will provide you with detailed recommendations on how you can bridge the service gaps.

What you will get:

Mystery Shopping Report

The mystery shoppers deployed are trained to use customised checklists / observational lists to perform data collection for your business. It is to assess and understand the service level rendered by your employees and the customer impression from every customer experience touchpoint.

Report highlights:

Analyse the overall performance of the service team
Determine areas of strengths and weaknesses in service quality
Implement service quality initiatives and manage consistency within the organisation and more

Customer Satisfaction Analysis Report

Real-time information is gathered through various platforms to understand your current customer satisfaction levels and the perceived quality of products and services.

Report highlights:

Customer Satisfaction Score
Net Promoter Score and more

SQ Scan© Report

The SQ Scan helps your business to obtain an objective and quantitative assessment of the current state of customer experience as perceived by internal stakeholders (employees, managers, etc.).

Report highlights:

Provide an objective finding on customer’s current CX, as perceived by internal stakeholders
Identify strengths and uncover potential areas of barrier in delivering a unique CX
Establish customer satisfaction levels based on a set of critical service quality dimensions and more

Qualitative Data Analysis Report

Qualitative data is collected through one-on-one interviews and focus groups with your senior management team, employees, and customers. The sessions with the senior management team provide insights into understanding expectations and challenges in the organisation’s journey to service excellence. We engage your employees from various departments and levels to gather data on current service culture and customer issues. Selected customers for the sessions will help you better understand the level of customer experience that they encountered.

Report highlights:
Understand and discover current experiences with your organisation in terms of strength and areas of improvement, not limited to the following factors:

Customer expectations and current experience of service
Customer’s perception of your competitors
Service standards and standard operating procedures
Challenges encountered by employees and more

Employee Engagement Survey Report

This report gives you a clear understanding of the employees’ perceptions and address their concerns.

Report highlights:

Recognise strengths and identify areas for improvement, as perceived by employees
Determine employees’ understanding and belief in the organisational MVV and objectives
Measure employees’ opinion of success of current organisational policies and initiatives

EXSA Gold Award Learner Guide