Benchmarking

Benchmarking

How good is your service? How good is your product? Do you know? You should. Statistics show that if you ask your customers they will mostly tell you what you want to hear, but then walk away and use another supplier.

Our approach is to allow your customers to be anonymous and say what they really feel. After all, you don’t need to know who said it, you need to know how to repair it, that way you are fixing a problem that exists in your company both for the person that complained and also for those who would never complain, but would walk away and find another supplier.

We regard a complaint as being an opportunity for improvement. It’s a lot cheaper to keep the customers that you have than to have to go out & continually find new ones. We do the work, you get the results and an analysis of weak points and strengths.

* May be a one-off event, but is often treated as a continuous process in which companies continually seek to challenge their practices in search of continual improvement.
* What do your customers really think of your product/service? Often if you ask them they will tell you what you want to hear, but what are they telling others? Will they be back to you when they next need work done? They say most customers won't complain - they will just walk away, far better to find out for sure.