Customer Satisfaction Audit
Should you audit Customer Satisfaction?
Some level of quality service can be achieved by assuring that the
support employee has the necessary knowledge to help the customer.
However, top level customer service can only be achieved
if the entire business considers quality service to be a first level priority!
That includes personnel management, marketing, sales, logistics, quality control, customer relations,...!
If you are concerned about evaluating customer satisfaction,
it should be done in the context of your business' current performance,
use of the Internet, industry trends, capabilities today and in the future, business processes,
organization structure, corporate culture...!
It is difficult to know where to begin when undertaking an audit of this proportion.
What questions should be asked?
When you get the answers, how do you correlate them into a meaningful analysis of your leadership and your business?
Customer satisfaction audit using expert system software
Business Insight, called the "MBA on a disk", offers a unique way for you to bring
structure and expert knowledge to the process of a customer satisfaction audit.
You describe your business and Business Insight matches it against
thousands of expert system rules drawn from real world experience and published academic research.
Your insight is gained as the software leads you through the extensive analysis results.
Expert System Knowledge Base
Business Insight uses its extensive knowledge base of hundreds of business concepts to
generate analyses specific to your business.
Every major business function is evaluated, including how customer service quality impacts it's effectiveness.
You can try "what if" scenarios and observe the changes in the analyses.
The analyses include:
- A score card that rates your chances for success in key areas.
These ratings provide the incentive for and the means of measuring improvements.
- A list of your strengths and weaknesses.
This helps to leverage your strength and correct or compensate for weaknesses.
- Observations about inconsistencies in your business.
A powerful strategy is possible only if all parts of your business work together consistently.
- A written critique of your business.
This constructive criticism can serve as the basis of your formal business plan.
- A review process.
Tells which factors can be changed to have the most positive impact on your business.
- A comparison of alternative strategies.
Shows the positive and negative impacts of changing strategic factors.
Responding to Rapid Change
Industry requirements for customer service are changing more rapidly than ever before!
If you wait to perform your customer satisfaction audit,
some new Internet business will have gained that much more advantage over you!
Click here to see how Business Insight can prepare you for tomorrow.