Customer Focus Assessment
Our Customer Focus Assessment helps you to understand if you are doing what really matter for your customers. We have worked with a range of organisations to review how the actual customer experience compares to what senior management teams believe takes place on the ground.
Using our Customer Focus Wheel tool, we can provide a framework that will enable you to understand and manage customer demand more effectively. This will thus improve the efficiency of your local public services.
Our Customer Focus Assessment is based on four dimensions, that help to answer the following questions:
Customer Vision
Can your organisation demonstrate that your vision and mission truly relates to the way you work and operate, and that everything is customer focused?
Customer Insight Metrics
Can your organisation demonstrate it knows who your customers are, what matters to them and subsequently has the right measures to help improve?
Customer Centric Processes
Can your organisation demonstrate that you only do what matters to customers and can identify and eliminate non-value work?
Customer Service Personality
Can your organisation demonstrate it has the right culture and behaviours to be a high performing organisation?
How can the Customer Focus Assessment help you?
Our diagnostic review is based on evidence obtained through observing direct customer demand, interviews with staff and a review of the organisation’s strategy and policies. It has the following benefits:
- It gives advice to help address the root causes of failure demand coming into the organisation to create spare capacity to add more value for customers
- It provides recommendations from the report provide suggestions for how high volume, low complexity demand can be handled more effectively, reducing wasteful activity and cost to the organisation
- Observations are provided on organisational values and behaviours and how this affects the customer experience, using real examples
- The report highlights good practice in the organisation
Testimonials
Case Studies on Customer Focus Assessment
Efficiency From Customer Focus
Customer Focus Wheel
Drive whole organisation efficiency and achieve significant savings by assessing customer focus and understanding customer demand.
Planning Service Review
Hambleton District Council
Planning service review using evidence-based methodology identifies failure demand and key areas for improvement to become best-in-class service.
Understand Customer Demand
Sevenoaks Council
Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity.
Meet Local Residents Needs
Folkestone and Hythe District Council
Within 3 months 1600 tasks were created to meet local residents needs including graffiti, fly-tipping and dog fouling.
Improve Customer Experience
Winchester City Council
Evidence-based review analyses 150 external customer demands to improve customer experience and reduce failure demand within one week.
Deliver Benefits To Residents
Broxbourne Borough Council
Customer-centric transformation model in organisational review set to deliver benefits to residents and businesses and create a potential saving of £1.4m.
Contact Us
If you’re interested in speaking to an expert about how our Customer Focus Assessment can help your organisation, please complete the webform below.
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Alternatively you can email us directly at enquiries@iese.org.uk.
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