A valuable insight into how you make your customers feel.
Our in-depth measure and report includes the following:
Facts and Feelings
Opening greeting Holds and silencesPrepared for the interactionFurther asssistance offered
Developing a Relationship
How welcome you make us feelYour honestyListening skillsAppreciation of our emotional needsMeeting our needsPersonalised approach
Handling our Task
ProfessionalismPride and beliefPromotingMaking time for us Problem handlingSummarising and concluding calls
Common Company Values
empowermentownershipapproach to doing a better jobhow memorable was the interactionetc...
The Benefits
Our Customer Experience Audit will measure,
monitor and benchmark how your customers ‘feel’ when
contacting you. If you aspire
to be more customer focused but struggle to identify areas for improvement then ours is the measure for you.
Our innovative approach is to analyse actual customer interactions through a neutral third party thus giving an unbiased and accurate result. This provides you with practical insight on 'how it feels to be a customer' provided by the data of our highly trained and experienced research experts. This is one of the most important advantages our methodology has over other metrics and standard customer research offerings.
The empathy you display has been
academically proven to be the most influential
component in building profitable relationships with your
customers. In a study led by Oxford Professor, Merlin Stone, a one point
improvement on the empathy scale was proved to be equivalent to a
16.4% Return on the Capital Employed.
Our Clients
Some of the clients who have utilised our services as Empathy Partners, Harding & Yorke and Compathy
