Quality Service Audit

One of the keys to imple­ment­ing a suc­cess­ful ser­vice improve­ment process is to have a clear idea of where your com­pany stands before embark­ing on any long-​term change effort.

The Qual­ity Ser­vice Audit pro­vides man­age­ment with an objec­tive assess­ment of the company's cur­rent customer-​focus, oppor­tu­ni­ties for improv­ing the levels of ser­vice offered and rec­om­mended next steps for enhanced qual­ity ser­vice over the long term. In order to form an accu­rate and com­pre­hen­sive assess­ment, sev­eral meth­ods may be used includ­ing: face-to-face inter­views with staff, focus groups, tele­phone inter­views, web-​based questionnaires.

The analy­sis con­ducted uses the research, find­ings and expe­ri­ence of SCG's twenty-​five years of spe­cial­iza­tion in this field and is based on cri­te­ria from the fol­low­ing six crit­i­cal areas that make a com­pa­nies cul­ture customer-​focused:

• Top Down Commitment
• Standards
• Reward & Recognition
• Mea­sure­ment & Feedback
• Cus­tomer Sen­si­tive Processes & Procedures
• Edu­ca­tion and Training

Often con­ducted in tandem with The Qual­ity Ser­vice Audit is the Cus­tomer Ser­vice Survey.

For more infor­ma­tion and a sample report, please con­tact us.