A large regional building society needed to improve their customer service in order win and retain customers from their competitors. A market research survey was undertaken together with a programme of mystery shopping branch outlets. Key issues were identified and important insights were gained enabling this client to make effective improvements to the customer service. Read More...on
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Thanks to the internet, it has never been easier for customers to sing your praises or deliver criticism for the world to read. That’s why it’s vital to the success of your business that you find out how to make customers happy – and keep them happy. One way to systematically measure customer satisfaction is Read More...on
World Class Customer Service – an absolute necessity going into 2012. Staff training, satisfy customer needs. Read More...on
A Norfolk company was paying out 5% of it’s turnover on performance guarantee claims. Using Six Sigma techniques the claims procedure was streamlined, customer service improved and the focus for quality improvement established. The time to deal with claims was reduced by 75%, in addition, expectations of reducing the claim rate and therefore the cost Read More...on