Explore challenges and issues in-depth through 1 to 1 interviews with customer facing staff to:

  • Identify needs, improve employee performance and address skill deficiencies
  • Identify any gaps in training or SLA standards

Evaluate service in real life environments through mystery shopping in order to:

  • Create suitable background stories to undertake customer evaluations
  • Evaluate customer experience in real life environments via site visits, telephone or online to understand where gaps are
  • Understand how to maximise the service you provide to your customers through different touchpoints

To have a look at our work, click here.