Ensuring customer satisfaction
End users of any service will always have an opinion regarding the quality and effectiveness of their experience whether at work, in education or in a healthcare setting.
Understanding needs and expectations are central to continued customer satisfaction.
Our consumer insight programmes help you find out what matters most to your people. They allow you to really hear what your customers have to say, and the outputs then help you shape service specifications to meet their needs.
Measuring satisfaction gaps
Too much data can be mind-boggling. We like to keep things simple and easy.
One way we do this is by calculating the ‘satisfaction gap’. This identifies, in priority order, which areas of a service has the biggest satisfaction gaps and which are most important to your consumers. This helps prioritise the remedial actions that will have the biggest impact on improving customer satisfaction and loyalty quickly.