Quality
indicators / Mysterious client /
Satisfaction barometer /
Global follow-up control panel
Check the
achievement of your aims… monitor the gap between the quality conceived
by the brand, the quality given out by the network, and the quality as
felt by the customers , and determine the action plans for progress.
Sample mission
Gan
satisfaction barometer :
Aim
:
Follow up the satisfaction of the customers of the provident activity
of the GAN company. Method
:
5500 clients are questioned per year, representing the 11 regions of the
GAN and of the 5 major events experienced by the customer. Strong
Points :
Defining the actions in priority, the aspects of the service with the
higher impact on the global satisfaction of the customers, the assessment
of the potential profits thanks to the increase in loyalty and the recommendation
behaviour.
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