Identification of key customer groups and their needs
Surveys and consultation
Customer awareness and satisfaction
Mystery caller programmes
Effectiveness of marketing and service promotion
Benchmarking service performance
Assessment against the programme objectives
Benchmarking competencies
Compliance assessment
Drivers of satisfaction and retention
Interaction with complementary services
Service access, gaps and overlaps
Training needs
We have also developed a range of diagnostics and metrics, based on survey and mystery caller
techniques, which provide service comparisons, diagnostics and benchmarking.
