TSM Consulting is a Human Resource Consultancy with 22 years of national and international experience in psychometric assessments, organisational design and development interventions, talent management, and people development across various industries.
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TSM Consulting's Customer Service Survey |
Website: www.tsm.co.za |
We have partnered with Mindset Management since 2018 to utilise their platform for employee engagement surveys for many of our clients. We know employee engagement is closely linked to productivity, quality of work, and higher levels of customer satisfaction; therefore, valid and reliable evaluation of the customer’s experience is vital. In the last few years, we have implemented a customer service survey and utilised the platform to provide key insights on how customers experience service. This is then also linked to the levels of engagement in the organisation.
Our Customer Service Survey is the cornerstone of our transformative approach to customer excellence. It delivers vital insights that empower organisations to change behaviours and elevate their customer experience to new heights.
Several of our clients in the Agri-retail industry have used our survey; however, the survey questions can be customised according to your needs and industry. However, this is just the beginning… we have an integrated customer experience process that starts with the survey model.
Our Survey Model
The Customer Service Survey solicits a broad spectrum of information from customers across 5 concepts based on the RATER model that is derived from the SERVQUAL model. This survey is also used internationally to evaluate customer experience.
Powered by Mindset Management
We partnered with Mindset Management to take advantage of their powerful survey platform. The Engage EX platform allows our clients to:
- evaluate their level of customer service with the Customer Service Survey instrument;
- continuously track changes in their customer’s experience on a customised dashboard;
- isolate and analyse data per business unit and top, middle, and bottom customers according to their spending value;
- make informed business decisions with regards to customer’s perspectives and expectations.
Our Customer Excellence Programme and Process
Our process will provide you with valuable insights into your customers' experiences with your service. It will highlight the gaps between your current performance and your vision, allowing for continuous improvement through targeted training, regular evaluations of customer service, feedback, and refresher courses.
It all starts with our Customer Service Survey that will enable you to pinpoint strengths you can build on and weaknesses you need to address to ensure customer excellence and ultimately sustainable growth!
For more details on our transformative customer excellence approach and process visit our website at www.tsm.co.za.