Click here for a quick tour of a typical measurement and management system. To simplify it as much as possible, here's a brief explanation of how our baseline and tracking methodologies work together to turn the investment of improving your products, services, and customer contact resources into a revenue stream. Baseline uses a comprehensive questionnaire to develop an in-depth profile of how well your company is serving its customers. It's the first step in a measurement and management system, and combines customer service data with financial impact analysis to show you the bottom-line results of poor versus superior service.
Tracking is a shorter, more targeted survey that is best used in tandem with a baseline survey.
As its name implies tracking is optimal for measuring how well you address the key drivers of customer dissatisfaction, determined in our baseline survey, over time. Is conducted annually and fielded via e-mail, mail, or telephone. Is conducted weekly, monthly, or quarterly, and fielded via e-mail, mail, or telephone. Provides your company with benchmarks of how satisfied customers are with your products, services, and contact handling. Measures the performance of improvements driven by our baseline survey.