Customer Measurement and Performance Tracking Systems
The Reynolds Group brings added value with the identification of improvements to a client’s existing customer research programs, and the design of new measurement processes.
Successful customer research begins with the design phase and the definition of how the results can be most effectively used by each stakeholder. We next prescribe and manage the most cost-effective sample plan and survey approach given: the questionnaire content design specifications; the required rigor of research analysis; reporting system and potential performance scorecard applications.
Service Excellence Strategy and Performance Playbook Development
The Reynolds Group constructs a Service Excellence game plan targeting key customer encounters and touch points. Measurement results can point to as many as fifty critical interactions where customers judge a company’s performance.
Strategy development identifies where customer value and loyalty are more likely achieved when customer expectations are exceeded—your offensive Playbook. The defensive game plan identifies the performance factors where there is a downside if customer expectations are not met, and a limited upside potential if exceeded. Additionally, performance relationship maps can be drawn between external and internal customers supported by IT, HR and other organizational functions.
