Customer Account management (B2C)
Troy has the expertise to survey end users or consumers. In practice Troy will speak to all, or a defined group of or number, of your customers to gain their views and report, on a daily, weekly or monthly basis as to the satisfaction levels.
The Quality Dimensions to be measured are decided after discussions and once we have thoroughly understood your business. This enables Troy to give ongoing trend analysis as well as individual results and can give valuable prior warning where a customer is experiencing dissatisfaction with your company. Being forewarned is priceless in some cases.
Preset levels of acceptability are agreed in advance and when survey results indicate that they have not been reached this is communicated to Management immediately. This enables the management team to take early action in exactly the area where it is needed well before the situation becomes unmanageable, and may even prevent the loss of that account. It also enables possible future problem areas to be identified allowing early preventative steps to be taken.