PINNACLE Business Solutions are able to provide a range of internationally recognised organisational surveys, with expert consultant support, that may be completed on the internet or, paper-based.
Whether an organisation wants data on how its client or customer base thinks and feels about them or, internally what the climate is within an organisation or, what the employees think and feel about the organisation that they work for or, the levels of customer service delivered we have the survey to suit your needs.
Customer Service Survey
Considerable research suggests that organisations that are truly excellent at giving outstanding service to their clients or, customers began their journeys with a rigorous assessment of where they were initially in order to lift performance in those areas in greatest need of change - and this is best done by having an assessment framework that can be applied.
A customer service framework helps measure many facets of the performance of the overall enterprise and then take action when it is seen to be necessary. In many of these ‘excellent’ service enterprises, high organisational performance and success in terms of customer service have been shown to be significantly based on six key factors.
These key factors state that;
- A clear Service strategy of what constitutes superior service should be communicated to all employees at every level.
- Concrete standards of excellent service quality should be established and regularly measured.
- Service skills should be paramount when people are selected (particularly those in the front line),and should be coached carefully and extensively so that they have the knowledge and skills to achieve the service standards and are empowered to work on behalf of clients/customers.
- Client/Customer service responses and feedback must be heard, understood, and the organisation should respond – often in unique and creative ways – to their evolving needs and constantly shifting expectations.
- Client/Customer serving processes and systems should be widely understood and consistently improved by motivated and enthusiastic teams of employees across the organisation.
- Employees are fully empowered to give what it takes to give excellent customer service, and recognised for their service accomplishments
The six key factors each have two sub-categories (or twelve sub-categories in all).
This survey is ideal for identifying internal customer service benchmarks.
The Enterprise Pulse™ - Customer Service Survey asks questions in each of these twelve sub-categories to create a rich and meaningful analysis and output report.
- Service Vision
- Service Standards
- Service Competency
- Service Relationships
- Service Feedback
- Service Authority
- Service Goals
- Service Systems
- Service Empathy
- Service Recognition
- Service Recovery
- Service Motivation
The Enterprise Pulse™ - Customer Service Survey assumes that an effective or high performance service focused culture should be looking to create high levels of efficiency and effectiveness in all six key factors (and therefore all twelve sub-categories).
S.E.E.K.E.R.™ - The Customer Satisfaction Feedback Survey
S.E.E.K.E.R.™ is a very simple to use but very rich tool for conducting external client/customer surveys on the web or, alternatively using a paper-based system, with entry via our bureau. This creates an extremely fast data collection process and powerful output reporting options.
S.E.E.K.E.R. stands for Systems, Efficiency, Effectiveness, Knowledge, Empathy and Responsiveness. These are the six key factors or clusters under which data from this survey is collated.
Surveying —A critical foundation upon which to build service excellence
Ongoing, accurate, and widespread client/customer feedback is critical for understanding how to create a strongly service focused environment and succeed in the long term. The on-line S.E.E.K.E.R™ survey system helps you collect, analyse and report on the opinions of your clients/customers and to quickly determine those areas that are working well and those areas which are in need of change.
With S.E.E.K.E.R™ you can gather the strategic intelligence necessary to make better decisions — quickly, easily, and more cost effectively.
The S.E.E.K.E.R.™ client/customer feedback survey is a highly systematic diagnostic process, based on over 6 years of research in a wide range of organisations in the United States, Canada, the United Kingdom and Australia. It uses 72 questions to focus on six key factors that are seen to be critical to effective organisational performance and success.
Product Information - The S.E.E.K.E.R.™ System
The more that an organisation can take account of its client/customer feedback, the better. After all, a contented and satisfied customer is much more valuable than one that is dissatisfied or generally unhappy. Of course, the key is to be able to measure the extent to which either of these extremes may apply (and why) and to diagnose in which particular topics or subject areas about the organisation, most satisfaction or dissatisfaction may exist.
Many years of progressive research have indicated that high organisational performance and success in terms of client/customer service are significantly based on six key factors.
These key factors are;
- Service Systems should be well designed and regularly reviewed to ensure they are optimised
- Service Efficiency should be constantly tracked, particularly in relation to the perceived value of the products and/or services offered
- Service Effectiveness should be continuously reviewed and improved wherever possible
- Service Knowledge should be carefully established in all employees (and in particular for all customer contact staff)
- Service Empathy should be built with customers through warm and courteous relationships at all times
- Service Responsiveness should be fast and flexible.
Organisational Surveys
Every organisation strives to create a general climate that is positive and that is conducive to feeling good about coming to work and for people working together to achieve the goals of the enterprise.
In order to better understand the views of employees, every enterprise needs to have a simple but effective (as well as up to date) ways to measure or survey how people feel or view the situation they perceive to be around them.
PINNACLE Business Solutions is an accredited consultant for the Worldwide Centre for Organisational Development, a web based organisation development provider of organisational surveys. Through this site there are three ways in which to do this:
Through an overall climate survey which simply asks people to describe the adjectives that best describe the climate (both positive and negative) from a predefined list.
Through Enterprise Pulse™. Enterprise Pulse™ is a very simple to use but very rich tool for conducting organisational surveys of various kinds on the web. This creates an extremely fast data collection process and powerful output reporting options. Because the survey provides five different questionnaire templates, this offers a high level of flexibility to the user organisation to utilise the survey process most applicable to their particular needs.
Through the S.E.E.K.E.R.™ survey. Built on the Enterprise Pulse™ systems engine, the S.E.E.K.E.R.™ survey offers a comprehensive and well proven survey system to gather customer and stakeholder opinions on a range of key categories that are seen to be critical to the overall customer service performance of any enterprise.
In all three cases, a powerful database collates individual responses into a confidential aggregate report. Demographic analysis of the results is also available.
Climate Survey
Every organisation would like to create a general climate that is positive and that is conductive to feeling good about coming to work and working together to achieve the goals of the enterprise.
In order to ensure that the organisations overall climate is as productive as possible, the organisation needs to have a simple but effective way to measure how people feel at the present moment. A simple electronic questionnaire helps to gather this data in a structured way. This is done by asking individuals to do three things:
- Select the five positive adjectives that they think MOST apply in describing the culture or climate that prevails in the organisation at the present moment.
- Select the five negative adjectives that they think MOST apply in describing the culture or climate that prevails in the organisation at the present moment.
- From the resultant list of 10 adjectives put the entire list of 10 into rank order from top to bottom (i.e. the most descriptive adjective, (positive or negative) first and so on). Points are then assigned to each choice to indicate weight of contribution.
This individual data will be saved and collated in aggregate form, where it can be analysed and a summary report then created. This summary report will be made available to all individuals following completion of the survey and compiling of results.
Participation in the climate survey is both voluntary and confidential.
Opinion Survey
Every organisation would like to create a general climate that is positive and supportive of individual and team effort that is conducive to feeling good about coming to work and working together to achieve the goals of the enterprise.
One way in which the organisation can ensure that they are effective in doing this is to systematically collect the opinions of the company’s employees about a range of issues that can help you shape future strategy when it comes to your most important asset - your people.
In order to gather opinion in a fair, consistent and reliable way, we recommend utilising an electronic questionnaire to help measure how people feel at the moment. This simple process asks individuals to indicate their opinion in 80 separate questions. This will ultimately give the organisation a very strong indication about how people feel about their workplace in ten (10) categories.
These areas or categories are:
- Leadership credibility
- Quality standards
- Clarity of direction
- Motivation and challenge
- Freedom to act/empowerment
- Communication climate
- Team relationships
- Growth and development
- Rewards and Recognition
- Job security
Data will be collected and collated in aggregate form, where it can be analysed and a summary report then created. This summary report will be made available to all individuals following completion of the survey and compilation of the results.
Participation in this opinion survey is both voluntary and confidential.
If you are interested in discussing the above surveys and how they may be used to improve your organisation from a productivity or profitability perspective, pleased email or telephone today.
