Service Assessment
Service Assessment is about measuring how well your organisation is delivering on its customer service promise today. The assessment phase will consider the effectiveness of people (who deliver your customer service promise), process (how it’s delivered and supported) and your culture and strategy (which underpin your attitude to customer service).
How can Viewpoint help?
Initially, we work with clients to define and agree their requirements. These objectives drive the scope of the project and allow us to select the most relevant mix of tools to meet their specific objectives. The requirements and challenges of each client are different and we employ a number of techniques to meet their exact needs. Some of the information gathering techniques we use include:
- Interviews and Telephone Surveys
- Focus Groups and Discussion Forums
- Mystery Shopping
- Unattended Quantitative Surveys
- Internal Service Assessment
What will be delivered?
At the conclusion of a Customer Service Assessment Phase you will have:
- A baseline of your current position against your pre-defined objectives. This can be used as a benchmark against which you will be able to measure future improvements
- An understanding of current issues in the areas of people, process and culture & strategy and the degree to which each of these areas impact on your ability to deliver excellent customer service
- Identified individual tasks or programmes of work to address key issues
For further information on Service Assessment please click here to download a data sheet.
