Case Study three

A large customer facing support team were in need of improving their image and demonstrating their value to senior management. We designed and implemented a web-based system for measuring customer satisfaction with the service provided. A significant sample of customers whose jobs had been completed were invited to visit a web page and record their experience of the customer/supplier interaction. This data was made available daily, weekly and monthly to those delivering the service as well as their managers. A process to ensure the feedback was acted upon was instituted. This actions enabled the level of satisfaction customers recorded with the service increased to 95%.