What do we do when no-one's looking?
What do our customers really think?
We gather customer feedback on your organisation's performance.
Assess staff in action in the field - collecting qualitative data to support customer service and performance management programmes
- Do staff know what customers really experience?
- Find out how customers feel about your service and your service staff
- Build up the awareness and skills of staff so they respond more effectively to customers
- Provide feedback of survey results effectively and use it to enhance your ongoing performance management of staff.
How?
- Mystery shopping - customer service feedback
- Communication audits
- Target market feedback (through reflexive photography and other techniques).