| The following
are several ways that SAI assesses the Total Customer Experience
(TCE)
Mystery
Shopping
SAI auditors act as customers and assess the effectiveness
of front-line staff in providing products and services to
customers as well as evaluate how well the company’s standards
are being enforced.
Inquiry
Panels
SAI’s approach to focus groups: Groups of customers, employees,
or vendors are asked a set of questions to assess their attitudes,
beliefs, and perceptions of the company, its products and
services.
Intercept
Studies
Customers are interviewed immediately after making a purchase
or after using a company’s services.
Customer Satisfaction and Loyalty
Audits
Customers are surveyed to assess their satisfaction with products
and services as well as to determine their loyalty to the
company.
Employee
Competency and Engagement Audits
Employees are surveyed to assess their perceptions of their
ability to provide high quality customer service; perceptions
of needed additional training; changes needed in processes
and practices; their sense of connection to the company; and
their commitment to providing high quality customer service.
Organization
Culture Audits
Management and employees are surveyed to assess the company’s
commitment to outstanding customer service delivery through
its structure, vision, attitudes, beliefs, norms and values
as well as through the resources it makes available to enhance
the total customer experience.
Competitor
Service Assessment
Diagnostic tools and assessment provide a comparison of client
operations to their main competitors. This program can focus
on local, regional, national or international competitors.
Process
Efficiency and Effectiveness Audits
Measures include a combination of indicators such as: appearance,
physical environment, maintenance, task completion time, staff/task
ratio, time per customer, customer waiting time, customer
time per task, amount of re-work, work done right the first
time, products and services completed when promised, products
and services meeting quality expectations, and equipment reliability.
Bottom-line
Results
Organizations records provide indicators of results such as:
total revenue, profit margins, market share, revenue per location,
revenue per employee, profit per location, profit/capital
investment per location, reduced costs per location, volume
of products per location, transactions per location.
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Organizational Solutions Building on the knowledge
gained from the assessment phase, SAI designs action
plans linked to the client’s business strategy and its
bottom line objectives. These plans are used to mobilize
employees into customer service ambassadors who are
deeply committed to deliver outstanding customer
service.
SAI provides consultation, workshops, seminars,
executive and employee training and coaching, as well as
help our clients to implement improvement efforts and
innovations that will ensure their business goals and
objectives are supported by sound practices and employee
performance.
Web Based Reporting
SAI provides clients with real time, customer web
reporting. SAI’s reporting systems allows clients to
tailor reports to their specific needs. Clients can
easily drill down to relevant levels of detail for
analysis and reporting.
Management Services
SAI offers its clients a wide array of customer
relations management services including: customer survey
design, 24/7 inbound customer hotlines, comment card
processing, and fulfillment and interactive voice
response (IVR) surveys and studies. |
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