- Major provider of environmental and laboratory services.
- To measure client’s service performance for all parts of the business.
- To track changes in performance changes over time.
How we met the objectives
- Regular quarterly interview and reporting programmes covering a sample of 20 – 30 customers each round of interviews. We have been working with this client for over 10 years.
- Results presented both in verbatim form and standardised Excel spreadsheet to allow full data interrogation.
Benefits for the client
- Compared sites’ service performance and identified key learning points.
- Measured the impact of initiatives to improve service levels.
- Used qualitative feedback to solve specific service issues.