|
This type of analysis measures the quality of
services provided to customers – reception, sales, after-sales
service, dealing with complaints, image, etc.
Depending on your requirements, this analysis can be carried
out by location, by type of business, by means of distribution,
by sales manager, by region, etc ...
| For
example: |
An
organisation with over 200,000 members is surprised that
its membership has not increased for over two years, in
spite of many years of heavy investment in its infrastructure.
The question is: why? And what can they do about it?
|
The analysis of a representative sample of
sales outlets and internal departments in contact with organisation
members reveals the behavioural characteristics of the organisation,
both at NATIONAL
level and at each CUSTOMER CONTACT
POINT
| Results |
n + 2
n
+ 8 |
Training
for all staff in contact with organisation members. |
| |
n
+ 4
n + 6 |
Training
in assessing and exploiting results for middle management |
| |
n
+ 12 |
Alignment of the organisation
with its new "Customer Orientation" model |
This
study can be supplemented with a spectrographic
analysis.
Please
do not hesitate to contact
us for more information.
|
