"Customer Service in consumer product retailing must exceed 98% to be competitive in today's marketplace."
Customer Service and Benchmarking
These services are designed to objectively measure and assess the quality of your products and the services you provide your customers. They examine the importance of individual quality factors and compare your performance to that of other suppliers in your industry and your direct competitors. They are designed to provide immediate and continuing input to your corporate and marketing planning processes. Our services concentrate on the quality factors that influence customer purchasing decisions. Our services provide the following:
- An assessment of the level of quality that customers are receiving, and changes in that level that customers require
- An analysis of the results of surveys reported
- Benchmarks and potential opportunities for improvement are identified
- Gap analysis of service offerings versus needs
- Future benefits estimated
- The leverage points in operations that can attract new customers, improve market share, and increase profits
- A "Report Card" on the present status of business operations and a prioritized direction for actions to be taken aimed at future benefits