Benefit: “Comprehensive”

Customers form one of the two most important primary category of assets (employees form the other) in an organization. This is why Delsco takes a long term view of customer satisfaction measurement programme, going beyond survey. We support the client through the entire process of establishing a baseline satisfaction index to progressively improving the rating, with the long term objective of developing sustainable competitive advantage in customer loyalty.

Product features:

1.4.1  Support client in defining objectives and framework for customer satisfaction measurement

1.4.2  Support client in defining customer satisfaction measurement objectives and framework

1.4.3  Support client in defining incident-driven customer satisfaction measurement programme

1.4.4  Design and administer customer satisfaction survey

1.4.5  Analyse customer satisfaction survey responses, establish satisfaction index and define priority            improvement areas

1.4.6  Prepare and present customer satisfaction report

1.4.7  Support client in defining, structuring and planning customer satisfaction improvement projects

1.4.8  Develop customer satisfaction improvement implementation guide, ensuring integration with the            business and service strategies

1.4.9  Develop implementation schedule with a baseline for tracking progress and completion of the            activities, ensuring integration with the business and service strategies

1.4.10  Support execution of the implementation plan for improving customer satisfaction              through Delsco’s project process and project office.