Solutions

Our approach begins with a comprehensive review of an organization. We spend the time it takes to make sure we understand its objectives and how the results of the research will be used. This will ensure that we provide the most focused analysis and actionable recommendations possible.

Our organizational review begins with an examination of an organization's past efforts in satisfaction measurement, so we can build on what it already knows about its customers' needs and expectations. We will also discuss the perceptions of its own strengths and weaknesses, and look at current service improvement programs already in place. This qualitative phase with an organization, helps gain insight into the preferences and motivations of its customers.

The second component of the exploratory phase is often research among employees. Front line employees- those who come in direct contact with customers, are key players in the success of any customer satisfaction program. Qualitative research with front line employees allows us to compare employee perceptions with those of customers, and to explore anything that might be hampering current efforts to improve satisfaction or service quality.

Based on the issues that emerge from the qualitative phase of the study, a quantitative survey instrument is developed. The questionnaire typically includes product/ service attributes to be rated on dimensions of both importance and performance. The survey is administered to a representative sampling of an organization's customers. Depending on the type of products or services, and the level of customers with which an organization deals, data collection might be accomplished through telephone interviews, mail questionnaires, post-purchase surveys, customer intercept surveys, in-depth personal interviews, or often a combination of these. Our goal is to select the most appropriate method which will provide the most useful information yet still be cost effective. In addition to surveying current customers, we frequently recommend studying the opinions of former customers and/or potential customers to complete the picture.

A similar questionnaire is distributed to employees, again with a special focus on understanding the attitudes and behaviors of front line employees.

Based on the findings of our research.

We will interpret the findings, and integrate what we learn with other elements of an organization's strategy.

Once the results are in, wel make concrete recommendations for action that will lead to measurable improvement in customer satisfaction and, ultimately enhanced performance.