 for customer relationship quality
Control the operational performance of customer relationship
The increasing demand from customers and partners, and the greater efficiency expected from internal resources, imply to manage factually the behavioral data and the quality perceived ...
... by customers, driving force of the company activity, ... by users, acting as customers of the internal processes
| The customers have a certain perception of the quality of products and service :
- If your technical indicators don't fit this customer perception,
- If the main causes of dissatisfaction don't match with the known incidents,
- If changes in the product or in the organization have generated a decrease in performances...
... You have to understand and to act using customer satisfaction ! | Satisfaction as a management tool | PEP's offers 3 complementary and essential components: 1. Continuous survey offers continuously the opinion of a population on products and services.
2. Real time analysis, allows you to, on multiple axes and level :
- Quickly detect evolutions in the customers perception,
- Identify what drivers have the biggest impact on the perceived quality,
3.Managing using satisfaction means: - Acting quickly about the identified dissatisfaction causes or expectations,
- Deploying levers at first on axes and level with the biggest impact,
- Monitoring the impact of actions on the indicators,
- Controling the results to reach the targeting quality (KPI).
Probance Execution Performance is designed to offer an active management, that handles and anticipates risks regarding customer relationship quality. | |
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