CATEGORIES
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Monitor and assess the impact of the customer service and product quality impact on automobiles across your network of service stations.
Irregularities in the oil and gas industry can wreak havoc in the market. The regulators of the industry must leverage on feedback from consumers to monitor, identify and assess the nature of irregularities. Poor quality of products, unfair business practices and poor services can be communicated to the regulators to take action.
Any of the oil marketing companies can enroll all their service stations on our platform to regulate their operations in order to forestall any penalty from the National Petroleum Authority.
Key Variables:
Complaint Management: How well does the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company. The manner with which your fuel or shop attendants handle complaints lodged by customers and when they do what sense of feelings do they leave with the customer. Challenges are inevitable but your approach in solving them is very key.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers can get the opportunity to communicate how he/she feels after they have been engaged by your fuel or shop attendants. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches customers to assist or resolve an issue goes a long way to retain the customer. Are your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc, friendly enough to make the customer feel good. These are all pre-requisites to courtesy.
Dependability: How dependable is your service or product when customers take a decision to purchase from your service stations after neglecting a lot of stations on the way. It encompasses the human and mechanical efforts/mechanisms that interplays to meet the expectations of the customer. Get to know your company’s level of dependability when it comes to product availability.
Quality: Any defect in the quality of energy product will directly pose a defect to the automobile or generator or any machine and that comes at a cost in both the long term and the short term. Feedback on quality is very critical to the effective regulation of the industry.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering quality services or products? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Tariffs: Oil marketing companies and regulators cannot strictly monitor their stations/industry on a daily basis to enforce their regulations. To do that requires huge resources and that can be depleted in no time. Which is why you need consumers to provide feedback to you wherever they go.
Get to measure the level of impartation of the word of God to keep the sheep in-house.
Feedback is needed in the house of God to understand the needs of the sheep in order not to leave anyone behind. Everybody needs feedback to improve and the men of God cannot be exempted. Know how the Lord’s sheep are saying at your various branches in order to de-escalate issues.
You can enroll all your branches on our Cx Window platform. The following are the key variables in measuring the level of impartation.
Key Variables:
Communication: Knowing your audience gives you the mode of communication to rope your sheep along. It is established that, men of God are known to be one of the best group of communicators but there are more room for improvement.
Complaint Management: How well does your shepherds handle complaints lodged by the members and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which same are handled inspires commitment in the members. When it is handled professionally, it retains the members and also grows the church.
Word power: The logus is essential to the transformation of mind. The Word of God powered the existence of heaven and earth. Which means the word power cannot be discounted to any level. The preacher must be inspired by the Holy spirit to get the inspiration to preach and to heal. The manifestation of the word power can be testified through the feedback. What are the testimonies.
Impartation: To impart the word of God is to transform an individual with the word of God to become a new creation. How receptive are the members to the word of God. This can only be told by the members of the Church.
Relevance: Relevance plays a key role in the determination of how often the members of the church want to listen to you. This drives a lot of members to your church and keeps them seated until the end of the sermon.
Revelation: After the members of the Church get connected to the word of God as a result of it relevance to their peculiar lives. This strong connection brings out the revelations it requires to make the members consciously aware of themselves.
Time management: Time is the most critical resource. Therefore, for the word of God to remain relevant, the time must be highly regulated to earn the rapt attention of the audience or members.
Asses the customer service performance levels across your network of branches to understand the supply chain management issues
In the retail industry, fast moving consumer goods must be supplied just-in-time to avoid product unavailability. Making the right products available when it is needed is a mark of high service delivery in the retail supply chain. Therefore, retailers must begin to engage consumers to provide regular feedback to improve on service delivery of the supply chain.
You can enroll all your chain of retail network of branches on our platform.
Key Variables:
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do what sense of feelings do they leave with the customer. Challenges are inevitable but the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Convenience: This is one of the objectives of a retail store. The ability of a consumer to get majority of his/her items from a list in one store gives a lot of reliefs to the consumer. When consumers are able to send feedback on whether or not they can get 80% - 95% of their item list strongly indicates that your store is a source of convenience to them.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches customers to assist or resolve an issue goes a long way to retain the customer. Are your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc, friendly enough to make the customer feel good. These are all pre-requisites to courtesy.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers gets the opportunity to communicate how he/she feels when same was engaged by your tellers at the various branches. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Location: Feedback on location is an intelligence that cannot swept under the carpet since it is strategic to providing services to consumers who believes in the brand and therefore would love to have an outlet closer to them for convenient purposes.
Variety reduction: In the retail supply chain, variety reduction is a strategic decision to reduce the supply of a variety of a product that are slow to sell in order to focus on products that are fast moving. Customers concerns about what they need but could not get at one of your stores can give you a sense of what product lines are in high demand.
Quality product: Purchasing a quality product guarantees value for money. consumers are the best source of determining the quality of a product. Gathering feedback intelligence on product quality informs purchasing and supply chain officers on the best way forward.
Monitor and assess the feedbacks to determine the levels of quality service delivery for regulatory and policy-direction
Utility service providers constantly advocate for the need for consumers to pay realistic tariff in order to enjoy regular and quality services but on the other hand, consumers believe regular and quality service delivery cannot be guaranteed. To achieve an equilibrium, service providers must engage consumers by providing a medium to receive feedback to improve upon their services. This engagement can be strategic for the service providers to strongly advocate for the need to pay realistic tariffs for better service.
You can enroll all your customer service centers and offices on our platform.
Key Variables:
Convenience: An erratic supply of service from the utility provider can cause a lot of inconveniences since they provide essential services for both domestic and commercial purposes. Monitoring and assessing the levels of inconveniences can help you to strongly advocate for better tariffs.
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Your customers will be able to get the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Quality: Clean and quality utility service delivery is one of the major expectations of the public. Once utility service providers receive good feedback on quality service, they can win the heart of the public to propose for an upward tariff adjustment to further improve the quality service delivery.
Security: The security of the utility service in terms of the constant supply or otherwise must be communicated to the providers in order to put the necessary measures in place to address the issues. This will give you an intelligence on where and when your service deliver fell short.
Tariffs: Providing a medium through which consumers can communicate tariff anomalies to the service provider minimizes the general public uproar of over billing. Payment of abnormal tariff is a pain in the neck for consumers and there is a need for utility providers to monitor such developments to avert it.
Track, assess and analyze the content of your programs and events to consolidate a growing audience
The proliferation of the media space has drastically changed the media landscape. Currently, the tastes and preferences of the audience are highly unpredictable and dynamic. Therefore, the need to determine which content is more appealing to which audience at what particular point in time has become extremely important. Feedback intelligence will help you to improve on the contents of your programs and events.
Enroll all your programs and events on the Cx window platform in order to monitor their performances.
Key Variables:
Client Relations: What impressions do you create in the minds of your clients and audience when you relate to them? Do you treat them with a sense of dignity and respect when you engage them on your various platforms. Clients/audience will get the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover. Your audience are the base on which your brand grows so listen to them and reform.
Entertainment: How entertaining is your entertainment programs and events? What are the reviews. Current economic and social trends are unfavorable to the masses and for that matter, people are susceptible to programs and events that can revert their nerves with rich entertainment that can refresh their spirit enough to set them up to face their daily challenges.
Objectiveness: As the fourth estate of the realm, it is critically and essentially important to become strictly objective on all socio-economic issues without holding brief for any political party or individual. Your platforms are where minds are shaped, thoughts are informed and accountability is demanded to create a better socio-economic environment for a more dignified and descent living.
Professionalism: Professionalism in journalism sets a neutral platform for all parties but mediates with high levels of professionalism. What are your audience saying about your journalists when it comes to professionalism.
Quality content: Content is what glues people to your platform. The topics, the resource persons and the X-factor that are highly anticipated by your audience drives a lot of traffic to your platform. What are your audience saying?
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable to dispense their journalistic duties objectively, fair and professionally? In a pool of feedback communicated by your audience, you will be able to identify and assess how well you are doing in your core areas of expertise.
Timely delivery: Time is a critical resource in the media space because that is your source of revenue. When your audience who believes in your brand are constantly kept behind schedules, they become less dependent on your programs or events.
Measure, weigh and identify patterns in the memory of your guests as they leisure and experience your hospitality services
Guests who check into your hotel(s) might probably have a more affordable alternative with a highly competitive service elsewhere but there might something unique that keeps dragging him/her to your location. What might those things be is yet to be known to you. To discover and leverage on what those x-factors are, it takes the guests to inform you so you can improve on them.
Key Variables:
Ambience: What does your customers feel or what sense of belonging do you give them when they step into your hotel lobby, washroom or room. The physical features that relate to the senses of sounds, scent, temperature, size/shape perception and color scheme goes a long way to make your guests feel welcome and how hospitable you are. Your guests are the end-users of your services and so they are the best people to tell you what they sense when they checked into your lobby or room.
Complaint Management: How well does your staffs handle complaints lodged by your guests and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which same are handled reverts good memories in your guests. When it is handled professionally, it retains the customer and also promotes the hotel.
Guest Relations: What impressions do you create in the minds of your guests when you relate to them? Do you treat them with a sense of dignity and respect when you engage your guests. Your guests will be to get the opportunity to communicate how he/she feels after engaging your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Courtesy: How courteous are your staff when they engage with the high and the low profiles of the society. The way your staff approaches guests to assist or resolve an issue goes a long way to retain them. Is your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc, friendly enough to make your guests feel good. These are all pre-requisites to courtesy.
Food quality: Food is quintessential to warm reception. Any bad experience will throw everything out of gear. The eatery experience is what makes your guest want to come back again and again. Therefore, monitoring and assessing the levels of variability of your food must be closely watched to carve a nitch for yourself.
Security: Resting in an unsecured hotel or rest-stop drives away guests from the hotel. Ensuring that, the guest is comfortable in a highly secured environment is key to constant referrals.
Teller: This is one of the key access points in the quality service value chain that requires the crème-dela-crème to interface with your guest. How polite and patient is your teller when he/she engages guests at their desk. When a guest lacks understanding of something, how does your teller handle it and how does he/she make the customer feel after educating him/her.
How does your client feel about your insurance policies and claim processes
The ill-perception of insurance makes it difficult for insurance companies to enroll and retain clients on their various products and services. The insured normally have some reservations which are normally not communicated to the head office so they can educate and reform their communication. Payments for policies on a monthly or yearly basis is very uncomfortable to individuals and companies not because they do not need it. So insurance service providers must constantly engage their clients to minimize the ill-perceptions.
Key Variables:
Claims: This is where the bone of contention lies. Claims for an insurance has been one of the pain points of clients which feeds into the ill-perception stereo-type. The service providers must get real-time feedback intelligence on claims so that swifter measures can be put in place to take out the pain point in claims.
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which same are handled inspires confidence in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Credibility: Credibility lies at the center of claims. When claims are not met as promised it directly affects the policy and the image of the company. Therefore, the need to gather intelligence of what your clients are saying about how credible your policies are.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers will get the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Policy: An insurance policy is a product that is purchased by an individual to insure him/her against uncertainties or risks. Clients might be misrepresenting what he is supposed to have benefited from, which is different from the policy that he/she subscribed to. Feedback intelligence on a policy helps to reform your communication strategy.
Processes: Processes leading to the subscription to a policy or claiming of benefits must be reviewed and reform to meet expectations of the market. Concerns in relations to processes must be communicated by the clients in order to review and reform.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services or products? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Achieve high client retention rate to build your brand.
It is a special privilege to be consulted by an organization in order to tap into your in-depth knowledge to solve an identified problem area. As a consultant, your posture towards your client should not give any negative impression of discounting their intelligence to solve their problem.
Key Variables:
Fees: Charging a fair fee is one of the major determinants of having a high client retention rate. A client settles his/her decision on a consultant because of the fees he/she is going bear in order to access a service. Feedback on your fees will help you to adjust in order to remain competitive.
Client Relations: What impressions do you create in the minds of your client when you relate to them? Do you treat them with a sense of dignity and respect when you engage your client. Client gets the opportunity to communicate how he/she feels after engaging with your consultants. Does your consultant vary their relations to clients because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover because you might not know the client who will be walking into your office with a million dollar.
Delivery: Delivery is the end-point of all operational efforts. Therefore, the customer is more concern with how worthwhile your consultation services has been. When the client informs you of what he thinks about the delivery, it goes a long way to tell you what is working and what is not.
Dependability: How dependable is your service after client buy your service. It encompasses the human and mechanical effort/mechanisms that interplays to meet the expectations of the customer. Get to know your company’s level of dependability in the overall service delivery.
Expertise: This is a top-level criterion in choosing a consultant over the other. Your ability to provide sustainable solution to a client problem determines the levels of your expertise. Client should be able to submit to you how satisfied he/she when you proffer a solution. This gives you the opportunity to review your performances.
Professionalism: Conformity to laid-down procedures in an area of practice strongly indicates your level of professionalism and that guarantees quality assurance. The client can testify to your level of professionalism in order to review your performances where necessary to meet the standard.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Get to know how your health delivery services impacts your patients on their road to recovery
Going to a health facility to seek reliefs begins from the point of admission through continuous care to the discharge of the patience and any service in-between cannot be discounted. Most often than not, patients are treated as burdens and that goes a long way to affect their psychology which are critical towards the way to recovery. Lack of better care can itself be a major source of slow recovery and even death.
You can enroll the various departments and units on the platform in order to receive feedback. The following variables will help you to improve on your health delivery services.
Key Variables:
Continuous Care: A continuous care for a patient inspires the greatest hope on the way to recovery, whether intensive or general care. This brings a lot of reliefs to the mind of the patient. Receiving feedbacks from patients on this variable test the commitment of your staff.
Facility: Having the right and adequate facilities in place to bring relief to the patient drives patients to your facility. Feedback intelligence from patience informs you of the state of your various facilities in order to inform the decisions of management.
Processes: Processes are subject to change and therefore the patient must be educated accordingly in order to eliminate any friction between the heath personnel and the patient. A feedback can identify the pain points in the chain of processes.
Professionalism: The laid-down rules in administering health solutions are clearly and systematically stated to guide the professionalism with which a staff of the personnel takes care of a patient on the way to recovery.
Responsiveness: The willingness to help patients and provide prompt services goes a very long way to speed the recovery of the patient. Even when customers are slow, how does your staff demonstrate to the patient of how caring he/she is. This goes a long way to promote the health facility by the patients.
Courtesy: How courteous are your staffs when they engage the high and the low profiles of the society. The way your staff approaches patients to assist or resolve a health problem goes a long way to encourage the patient to be hopeful. Does your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc. friendly enough to make the patient feel encouraged. These are all pre-requisites to courtesy.
Communication: Miscommunication can lead to death or disaster. A clear and precise instructions on the administration of medicine is very key in the healing processes. Feedback on how staffs communicate to the understanding of patients can reform their communication skills.
Make your transport services more memorable to drive traffic to your terminal in order to remain competitive.
Choosing a transport service provider over the other is one of the most critical decision of passengers. What comes to their mind are safety, comfort, timely departure and arrival. The transportation sector is a keenly competitive space where players must get constant feedbacks to incorporate into their change management policies to delight customers.
You can enroll all your buses, Aeroplan, ship, taxi, etc. and receive feedback on after each trip. The following variables will help you to improve your transportation services.
Key Variables:
Safety: Safety is the first consideration that comes into the minds of passengers when they want to choose one service provider over the other. As they say, anticipation of death is worse than death itself. Therefore, a sustained effort to ensure 100% safety over a long period of time adds to the trump card of the service provider. Passengers can provide feedback on this variable to instill discipline or subject the driver to refresher driving course.
Comfort: Comfort is the second consideration that comes into the minds of passengers when they want to choose one service provider over the other. This factor reverts a lot of memories into the minds of the passenger and that can lead to the promotion of the service provider. What feedback are you receiving on the levels of comfort.
Ambience: What does your customers feel or what sense of belonging do you give them when they step into the bus. The physical features that relate to the senses of sounds, scent, temperature, size/shape perception and color scheme further consolidates the passengers brand loyalty to the service provider. Feedback will lead to an improved ambience.
Complaint Management: How well does your staff/driver handles complaints lodged by passengers and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which your drivers handle the issue inspires faith in the passenger. When it is handled professionally, it retains the customer and also promotes the company.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches customers to assist or resolve an issue goes a long way to retain the customer. Does your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc. are friendly enough to make the customer feel good. These are all pre-requisites of courtesy.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers get to communicate how he/she feels when engaged by a staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Track and assess whether your products consistently meet the taste and preferences of your target markets
Products unlike services have a high rate of imperishability and that exposes the product to some levels of variability in the taste and efficacy. Consumers should be able to provide feedback about their experiences on your products to drive your strategy in the market place. As a company, you can register and enroll all your products as branches so customers can select and provide feedback on each of them.
Key Variables:
Availability: making your products available at the right place and at the right time for your customers guarantees high returns on investment. When consumers provide feedback on the availability or otherwise on any of your products, it gives a strong indication to how demanding your product is and where it is needed.
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do what sense of feelings do they leave with the customer. Challenges are inevitable but the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company. Get feedback intelligence on how complaints are managed.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers gets the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Packaging: Packaging is what distinguishes your product from others in the market place. When the packages are not right it affects the integrity of the product and drives customers to your competitor’s product. Feedback on the package of your products helps you to strategize to meet market expectations.
Quality: Consumers are ready to pay any reasonable amount to purchase a product so far as it is of good quality. Receiving feedback on the quality of your product helps you to know how well your products are performing and if there is a need for an improvement, where should it be.
Satisfaction: How satisfied are your customers? Customers registering their satisfaction levels is an overall indication of how your products are solving the problems for which it has been produced for. Gathering feedback intelligence on this variable, helps you to improve better.
Usability: The clarity and ease with which a product can be used takes away the pain point in the consumption of the product. Feedback on this variable equips you with information to re-engineer the product to ensure of use of the product.
Incorporate reviews from both high-end and low-end users into your applications for market acceptability and success
Investment in information technology products and services comes at a very high cost, high risk with high returns. Therefore, there is a need to engage your users to communicate their feedbacks in order to incorporate them into the system for faster user adoption, efficient and good experience.
Key Variables:
Complaint Management: How well does your marketing executives handle complaints lodged by users and when they do what sense of feelings do they leave with them. Challenges are inevitable but the approach with which same are handled inspires hope in the users. When it is handled professionally, it retains the customer and also promotes the company.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers gets the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Design: The user experience is a key pain point in the designing of the front-end and back-end of an application. Both high-end and low-end users must be able to communicate to you in order to improve on the user experience.
Efficiency: The rate of responsiveness of an application to a command eliminates the emotional friction the user have to experience. Feedback on the responsiveness of the application will help the developer to re-engineer the system to become more responsive.
Friendliness: How friendly is your application or system to users. Do they experience a complex navigational process? Receiving feedback on how friendly or otherwise your system is will go a long way to improve it and drive higher user adoption.
Security: Data protection and security are the key concerns of users when they are using an application. An embedded security mechanism in the application assures the safety of users which gives the users confidence to use it.
Users: Knowing your user groups and what they are saying gives you a clearer understanding of what their unique needs are in order to address them accordingly.
Track and assess if your products and communication services are delivery value for money to the end-users
Business and human beings cannot exist without communication. Is like an air to human existence. Therefore, the importance of telecommunication companies cannot be over emphasized. Businesses and individuals who by the nature of their activities, fully relies on your services cannot afford to experience bad services for a minute. Any bad service experiences, especially in this digital age, comes with a cost to the users.
Key Variables:
Charges: Your charges must be very competitive on the market on your products and services. Charges must commensurate with excellent services. Therefore, customers are the best to judge whether or not a fee/charge for a particular service is fair. Such reviews can prompt you to review and reform to serve the market.
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do, what sense of feelings do they leave with the customer. Challenges are inevitable but the approach with which customers are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches customers to assist or resolve an issue goes a long way to retain the customer. Are your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc., friendly enough to make the customer feel good. These are all pre-requisites to courtesy.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. On the Cx Window platform, customers gets the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Internet reliability: Internet is the backbone of every business and for that matter any short-fall in providing a reliable internet service will cause a lot of down-time, missed opportunities and cost. Feedback intelligence from your customers will prompt your attention.
Teller: This is one of the key access points in the quality service value chain that requires the crème-dela-crème to interface with the customers. How polite and patient is your teller when he/she engages customers at their desk. When a customer lacks understanding of something, how does your teller handle it and how does he/she make the customer feel after educating him/her.
Voice quality: Miscommunication can cause disaster. Clarity of communication is essentially critical to achieving an effective communication. Feedback on customer experience with voice communication must be gathered and analyzed for improvement.
Get feedback from your customers when they experience your products and services
For businesses that cannot classify themselves in any of the other categories, this package is perfectly suitable for you. This package comes with all the relevant variables that will enable you to test your service delivery system from the customers point of view. These variables can be changed to reflect current industry trend. The Customer Experience manager will be able to gather feedback intelligence in real-time to drive the customer excellence agenda to retain customers in order to generate more revenue. The following are the list of variables against which your service delivery will be measured.
Key Variables:
Complaint Management: How well does your staffs handle complaints lodged by customers and when they do what sense of feelings do they leave with the customer. Challenges are inevitable but the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers gets the opportunity to communicate how he/she feels when same was engaged by your staff. Does your staffs vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches customers to assist or resolve an issue goes a long way to retain the customer. Does your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc. friendly enough to make the customer feel good. These are all pre-requisites to courtesy.
Delivery: Delivery is the end-point of all operational efforts. Therefore, the customer is more concern with how his/her goods and/or services were delivered. When the customer informs you about what he thinks about the delivery, it goes a long way to tell you what is working and what is not.
Dependability: How dependable is your service or product when customers take a decision to consume it. It encompasses the human and mechanical efforts/mechanisms that interplays to meet the expectations of the customer. Get to know your company’s level of dependability in the overall service quality delivery.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services or products? In a pool of feedback communicated by the customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Responsiveness: The willingness to help customers and provide prompt services goes a very long way to improve the customer retention rate. Even when customers are slow, how does your staff follow-up to demonstrate their sense of care to the customer. This goes a long way to promote the company by the customer.
Assess the quality of your tutors so you can improve the quality of graduates for the job market
Education is the key to the future but that can be subjected to scrutiny, depending on its application to solving societal challenges. A tutor’s main aim is to impart knowledge and skills on the student to go into the society to solve challenges. But the ability to meet that aim requires some essential traits/ingredients that the tutor must demonstrate to produce good students to prepare them for the job market in order to remain competitive.
You can enroll all the tutors on the platform. The following variables will help you to improve your tutor’s service delivery in order to produce excellent graduates for the job market.
Key Variables:
Communication: A group of students in a class have different levels of understanding and that poses a great deal of work for the tutor to meet their needs. The mode of teaching through the communication of a subject matter must vary to meet the understanding needs of the students. Therefore, feedback on this variable will inform the tutor the best way forward.
Complaint Management: How well does your staff handle complaints lodged by students and what sense of feelings do they leave with them. Academic challenges are inevitable but the approach with which tutors handles it inspires hope in the student to improve. When it is handled professionally, it retains the improves the students and also promotes the institution.
Delivery: Delivery is the end-point of how good your tutors are. Therefore, the student is more concern with how the tutor is able to impart knowledge. When the student informs you about what he thinks about the delivery, it goes a long way to tell you what is working and what is not.
Interaction: Being interactive with your students brings them closer to you in order to understand their unique challenges and address it accordingly. It gives the students a sense of belonging which goes a long way to meet the needs of each student. This emboldens the students to open up to own their challenges and also to express their strength. It goes a long way to prepare them for the job market.
Lecturer relations: After having a vibrant interaction with the students, your relationship with your students gets to improve which engenders confidence and motivation to enter the job market to continue with their working relationships in the work place. This sets the perfect stage to nurture the students for the job market.
Professionalism: Professionalism is quintessential to producing good students to the job market. Professionalism encompasses a structured and laid-down procedures, frameworks that are designed to produce a desired result. The student in communicating his feedback can help you to bring dynamism in your teaching by roping in different methodology to impart knowledge.
Quality materials: Garbage-in-garbage-out is quintessential to input-output effect. Due to the continuous research and development in academia, current educational materials are highly relied on for all academic assignments and research. Therefore, students’ feedback can cite a book as a reference source for the tutor to confirm its quality content or otherwise.
Gather real-time feedback intelligence from your branch network at the click
The banking and financial sector is a very critical and essential sector that requires high sustainable levels of quality customer service or the best customer experience. Customer experience managers in the banking and finance sector are usually faced with the challenge of gathering and analyzing feedback in real-time in order to inform policy directives and reforms due to the geographically spread branch network, especially those with the widest branch network.
This platform is perfect for banks to enroll all their branch network. The Customer Experience manager will significantly reduce the time intervals from gathering feedback intelligence to policy reforms and implementation. The following variables will enable yu to provide a sustainable improved customer experience.
Key Variables:
Ambience: What does your customers feel or what sense of belonging do you give them when they step into your branch or service station. The physical features that relate to the senses of sounds, scent, temperature, size/shape perception and color scheme elevates the customers’ sense of belongness. Allowing customers to communicate what they feel, see and sense in your bank branch enables you to monitor and make comparisons among branches in order to take action.
Complaint Management: How well does your staff handle complaints lodged by customers and when they do what sense of feelings do they leave with the customer. Challenges are inevitable but the approach with which same are handled inspires hope in the customer. When it is handled professionally, it retains the customer and also promotes the company.
Customer Relations: What impressions do you create in the minds of your customers when you relate to them? Do you treat them with a sense of dignity and respect when you engage your customers. Customers must get the opportunity to communicate how he/she feels after he has been engaged by your staff. Does your staff vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover because you never know who will be walking into your branch with a million dollar.
Dependability: How dependable is your service when customers take a decision to make a purchase. It encompasses the human and mechanical/mechanisms that interplays to meet the expectations of the customer. Get to know your company’s level of dependability in the overall service value delivery chain. Feedback intelligence will enable you to know what is causing the setbacks.
Digital banking: Digital banking is the way to go in the world of commerce. Spending, in the form of investments requires that much efforts must be dedicated to monitor and assess whether or not the deliverables are being met. Feedback intelligence gathered from all your network branches gives you a fair idea about service uptime performances.
Reliability: How reliable are you in areas where you have absolute advantage. Are you consistently reliable in delivering services or products? In a pool of feedback communicated by customers, you will be able to identify and assess how well you are doing in your core areas of expertise.
Teller: This is one of the key access points in the quality service value chain that requires the crème-dela-crème to interface with the customers. How polite and swift are your tellers when they engage customers at their desk. When a customer lack understanding of something, how does your teller handle it and how does he/she makes the customer feel after educating him/her.
Make public service delivery satisfactory by leveraging feedback to drive policy reformation and implementation
The perception of quality of service in the public sector is very low due to a long-held stereotypes. This can be monitored and analyzed to gauge the level of quality service delivery to inform policy reformation and drive continuous structural arrangements to raise the bar of service quality in the service sector. You can enroll all your departments or units onto the platform. The following are the variables that you can assess the quality of services delivery.
Key Variables:
Application: Most of the transactions with public organizations starts off with an application or a formal letter in order to inform the institution about the needs of the client. But it takes the efforts of the applicants to follow-up on the application in order to know the status of same. The institutions must receive feedback intelligence to put in place reforms.
Assessment: A lot of clients are normally not aware of how assessments are conducted to arrive at a particular fee. Therefore, an engagement with the public on our feedback platform will give you strong indications of what the views and the concerns of the public are. This feedback intelligence will drive public education and further drive reformation to address the issues.
Complaint Management: How well does your staffs handle complaints lodged by clients and when they do what sense of feelings do they leave with the client. Challenges are inevitable but the approach with which staffs handles the issues inspires hope in the client. When it is handled professionally, it retains the client and also promotes the image of the institution.
Customer Relations: What impressions do you create in the minds of your clients when you relate to them? Do you treat them with a sense of dignity and respect when you engage you them. Clients will get the opportunity to communicate how he/she feels after engaging with your staff. Does your staff vary their relations to customers because of their appearances or tribe or religion or wealth, etc. As the adage goes, do not judge a book by its cover.
Courtesy: How courteous are your staff when they engage the high and the low profiles of the society. The way your staff approaches clients to assist or resolve an issue goes a long way to promote the image of the institution. Does your staff’s tone of voice, word use, helpfulness, enthusiasm, respect, etc. are friendly enough to make the client feel respected. These are all pre-requisites to courtesy.
Reliability: How reliable is the institution in delivering public service. Are you consistently reliable in delivering services as mandated by acts of parliament or the constitution? In a pool of feedback communicated by clients, you will be able to identify and assess how well you are doing in your core areas of expertise.
Renewal: Because public institutions mostly perform regulatory functionaries, the renewal of license or certificate of some sort are inevitable. As an institution, feedback on renewal of any document is very important to inform structural reformation.
A feedback application system that administers a swift but comprehensive questionnaire to new and existing customers to score, make suggestions, and file complaints to service providers.