Customer Perception Audit Datasheet

 

How “customer-centric” is your business today? What factual basis do you have for knowing your customers’ priorities and what is it costing you to not know? How well are customer needs and expectations reflected in your planning and daily operations? Does the Voice-of-the-Customer drive your Customer Care functions or is it just along for the ride?

The Customer Perception Audit gives you a baseline evaluation of the degree to which customer requirements are known and acted upon in your day-to-day business practices as reflected by the alignment of processes, resources and behaviors with critical customer needs. A systematic, structured approach matches the business results perspective with existing customer feedback using qualitative and quantitative data such as:

• Leadership Interviews
• Employee Focus Groups & Observations
• Complaints/Commendations Assessment
• Review of Selected Systems & Operational Measures
• Review of Customer Contacts/Feedback Data
  
  

This objective assessment of the Customer-to-Business alignment produces a high-level gap analysis identifying immediate opportunities for improvement. You’ll clearly see where “low hanging fruit” such as recognizable breakdowns in service and performance issues can be addressed quickly. In addition, you will have a realistic picture of the scope, impact and potential cost savings associated with contact center performance not meeting customer expectations, i.e., stranded customer value.

Instead of having to speculate about what your customers think and how they view your company… now you know!