Optimizing employee and customer satisfaction is key to the success of any business. And sound, insightful research is key to understanding how to achieve that optimization.
Decisions affecting productivity, morale, pay, etc. are often made without a proper understanding of the employees. This results in waste as money and resources are misdirected. It is important to make an informed analysis and target resources to improving those areas with the greatest potential return on investment.
A customer-focused service strategy, tracking customer complaints, and measuring customer satisfaction, completes the core of consulting activities. We not only help clients determine what to measure and what service levels to achieve, but also provide the most effective means for collecting and analysing data to monitor performance.
Key activities
· PW Partners conducts Satisfaction Surveys both inside and outside the organisation:
o Internal - satisfaction of employees or members
o External - satisfaction of customers, supply-chain partners, cooperation partners, investors, and other stakeholders (product range and quality, pricing policy and payment conditions, delivery schedules, services, advertising campaign, location, etc.)
· We prepare and conduct Satisfaction Surveys in target groups selected according to our client’s request, i.e., staff members (managers, specialists, employees, etc.), different sub-units (departments, sectors, divisions), customers, suppliers, cooperation partners, etc.
· The interview method is chosen according to the specific need:
o In writing (via internet or hard copy)
o Orally (face-to-face interview or via telephone)
o Combination of several techniques
Practical end-results
· PWP shall make a presentation (comments, interpretations, conclusions) and provide an illustrative graphic summary.
· The strengths, problem areas, needs and factors affecting satisfaction shall be indicated
· Upon a relevant request by the client we shall provide, as an additional service, recommendations for increasing the effectiveness of the company’s performance
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