Comprehensive Service Assessment

What is it?
A third-party evaluation of your organization’s service quality, processes and programs.

Why is it important?
To deliver more effective service throughout your organization it’s first necessary to know where you are starting from. This 360° assessment provides your organization with baseline information from which you can set priorities, establish targets and measure success.

What does it look like?
Our assessment process includes:

  • In-depth interviews with a select group of your executives, managers and employees
  • Analysis of existing customer satisfaction and loyalty data
  • An evaluation of your organization’s:

o    Service standards and expectations
o    Customer engagement policies and loyalty programs
o    Service delivery and complaint-handling processes
o    Voice of the Customer (VOC) measurement programs
o    Internal service level agreements
o    Service training and internal branding content
o    Service-related incentives, rewards and recognition

For more information: Contact us

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