A complete answer to measuring the customer satisfaction in terms of the transaction and the interaction within customer focused teams, identifying customer concerns and improvement potential, creating sustainable motivation within the team and differentiating the quality of customer care.

Key Benefits

• Encourages the management team to think about the correct measurements to bring about sustained improvement
• Measures the customer emotional connection with the organisation
• Measures the customer transaction to help facilitate improvement
• Customer Advisors are free to make decisions and are engaged in the process of improving the customer experience
• Builds learning into the day to day advisor and team leader role
• Visually highlights capability concerns/issues that managers need to concentrate on improving
• Identifies the progress to resolving the customer concerns
• Incredibly motivational for the customer advisors, coaches and team leaders
• Identifies team successes and achievements
• Teams take responsibility for coaching and improving their contribution to the team success

Delivery

• Facilitated by one of our trained specialist consultants

Timescales

• One week understanding present method of measuring performance
• Two weeks agreeing requirements and devising tailor made solution
• Four weeks testing solution with a small team 
• Four weeks supporting the roll-out to the wider team of teams
• Ongoing advice and support is vital with this solution