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Management consultancy services

managing the customer interface

Satisfying the needs of both internal and external customers is a key factor in all organisations. Understanding their needs determines the scope of services which may be provided. We can help you understand your customers' needs and evaluate existing and proposed services. Our services include:


Customer needs mapping and gap analysis


Assessment of demand for new services


New organisational and delivery models    


Adopting new technology


Call centre, helpline and enquiry service evaluation


Best-practice and benchmarking


Responsiveness of services


Attitudes to service performance


Competitor analysis and benchmarking


Scoping studies and service specifications


Customer satisfaction


Complaints management