The Organization:

A technology services company servicing more than 800 companies located in nearly 20 countries around the world.

The Challenge:

• Customer dissatisfaction was persisting despite multiple studies
• Customer satisfaction scores did not reveal real sources of dissatisfaction
• Traditional survey vendor failed to provide execution guidance and action plan
• Company needed to be in a position to deliver the right services to the right customers

The Project:

• Experience 360® survey execution (customer and employee), analysis and recommendations
• Deliver employee communication
• Brainstorming solution with executives
• Manager training
• Just in Time survey development and execution + Alerts
• Quarterly analysis and recommendations of JIT surveys
• Annual Customer survey development, execution, analysis and recommendations
• Annual Employee survey development, execution, analysis and recommendations

Delivering the Results:

• Prioritized and focused the organization on the issues that matter to the customer
• Focus on and improvements in those areas which are Moments of Truth (quarterly and annual)
• Measurable increase in customer satisfaction results
• Increase in employee engagement
• Increased sales with key customers through customer satisfaction reporting