Example: customer service index
Challenge
As an internationally renowned and established financial services company who distributes their product via over 2,500 agents, it was important for them to establish an ‘end user’ measurement programme. Their concern was to understand how their product was being sold, the level of service received and how they were perceived compared to the competition. It was crucial the project also linked to a global programme being run in the Far East and USA covering similar issues.
Objectives
- To provide a robust measurement system that could analyse customer response by geographic region
- To provide the information in an easy to use and easy to distribute format
- To ensure raid distribution of the information to country management so improvement action could take place
- To produce an internationally accepted measurement process that could be used to compare country level performance
- To operate within tight and fixed budgetary constraints.
Solution
Following an initial pilot, customers were asked over 80,000 questions about the service they received. The study was completed in 13 languages and developed specific software to allow instant access to the data via the internet.
Result
The project is now a continuous piece of research with management being able to access and produce reports on demand. The project was delivered on time and budget with the system developed and used cutting months off the normal research programme time which enabled our client to react rapidly to the ever changing of their customers.