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So
much has been written and said about the importance of customer satisfaction,
yet client satisfaction is often so poor. Often, organizations do not
realize the degree to which clients are defecting, choosing instead to
market to new clients without repairing the "holes in the bucket".
It does little good to promote a business or organization who's internal
reality (customer service and satisfaction) does not match what is being
communicated to the market as part of the marketing strategy. It is clear
that tomorrow's winners will be those organizations which are able to
differentiate themselves from "the pack" by creating an inner
organizational reality which is consistent with the needs and values of
their market.
Towards
this end, The Crossroads Group has developed specialized expertise helping
a wide-range of organizations to identify what is important to customers,
evaluating how well needs are being met, and improving areas where clients
are not 100% satisfied. Surveys
can also be used to generate client referrals, identify staff worthy of
recognition, and generate valuable recommendations and suggestions which
can be directed towards service recovery or long term process improvement.
Several
of our specialized survey-based customer feedback applications, grouped
by industry, include:
Business Organizations:
- Customer
Satisfaction System:
All organizations with customers should have some system for
capturing and responding to customer feedback. Regardless of the type
of your type of organization, we implement such a system for you and/or
help you be more customer-driven.
- Internal
Customer Satisfaction System: Internal
customer service is a necessary prerequisite for external customer
service. Identify the needs and expectations of internal customers
and assess how well those needs are being met within your
organization.
- Management
"360 Degree" Assessment System:
How well are your managers and supervisors managing? Allow
their subordinates, peers, and direct-reports evaluate on key management
behaviors. Now, three-sixty degree feedback is within reach of the
smaller to mid-sized organization.
- Learning
Needs Assessment Surveys:
Is your employee education program poorly attended. Are you educating
employees in the areas where they desire growth.
- Employee
Benefits Assessments:
In today's age of costly benefits and scarce dollars, determine which
benefits will provide the highest return for your employee recruiting
and retention efforts.
- Franchise/Branch
Satisfaction:
Obtain real-time feedback from franchises and/or branches to increase
their effectiveness in the field and your ability to meet their needs.
- Customized
Survey Applications:
Need a professional, cost-effective measure of perceptions? Have an
application not listed here? Consult with us and we will help develop
a custom application for you. We can create a customized survey for
you for virtually any type of information requirement or delivery
method needed.
Healthcare
Organizations:
Educational
Organizations:
- Teacher
Satisfaction Survey:
Ideal for educational organizations. Teacher/Professor quality
and retention a concern? Learn what motivates and concerns your current
pool of instructors as well as how to improve delivery of education.
- Student/Parent
Satisfaction:
An essential part of any educational system. Learn how your end-users
perceive the quality of your educational delivery system as well as
what is most important to them.
Real-Estate
Organizations:
Membership
Organizations:
- Member
Satisfaction Surveys:
How do you compete for members's time and interest? Learn what you
can be doing better to drive your membership organization.
Contact
us for more information on any of these services or for a
complementary sample report.
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