|
Organisational
success could be as simple achieving a sales revenue target. But if
you read other pages on this web site you
probably appreciate that success may be defined in many different
ways and not all of them will be quantitative.
In order to see
how the business is progressing it is important to define Key
Performance Indicators (KPI's) which provide a useful feedback
mechanism for all those with an interest in the business. The obvious
quantitative measures include revenue, margin, and profit. In labour
intensive businesses it is useful to consider cost per man-hour. In
manufacturing businesses it may include warranty returns. Most of
these figures can be obtained reasonably easily from simple
accounting packages and spreadsheets. However, there are many other
metrics which are equally useful but are qualitative rather than
quantitative and therefore not so easily measured. This is where Sales
& Marketing Services can help.
We can help
businesses define suitable qualitative KPI's and conduct surveys of
customer service levels using "mystery shoppers". We can
test responses to telephone calls, web and postal enquiries, noting
behaviours such as courtesy, technical competence, commercial
awareness, and enthusiasm. We can test to see if calls requesting a
service or product actually gets directed to the right person or
department. All data is handled sensitively and reports produced
indicating areas in which the business performed well and listing
recommendations for improvement.
For a free
no-obligation discussion please contact us.
|
|
We can help
define &
measure your success with qualitative surveys.
How does your
organisation respond to enquiries via the telephone
or web? How much business are you loosing because your customers
didn't get a sensible response?
|
|
