Customer Satisfaction and Service Turnaround

Having been asked by a client to address long-standing service delivery and customer satisfaction issues in the Information Technology division, we designed and implemented a customer satisfaction survey that measured both expectations and perceptions of service from a business perspective. The resulting gap analysis profile across services and customer service dimensions highlighted key areas for targeted improvements.

The practice of measuring and managing customer satisfaction and service provision in an integrated manner became a key driver for turning around customer service and satisfaction levels, and for ongoing continuous improvement.