Product information-The S.E.E.K.E.R.™ system

The more that an organisation can take account of its customer feedback, the better. After all, a contented and satisfied customer is much more valuable than one that is dissatisfied or generally unhappy. Of course, the key is to be able to measure the extent to which either of these extremes may apply (and why) and to diagnose in which particular topics or subject areas about the organisation, most satisfaction or dissatisfaction may exist.Many years of progressive research have indicated that high organisational performance and success in terms of Customer service are significantly based on six key factors. These key factors are;

• Service Systems should be well designed and regularly reviewed to ensure they are optimised
• Service Efficiency should be constantly tracked, particularly in relation to the perceived value of the products and/or services offered
• Service Effectiveness should be continuously reviewed and improved wherever possible
• Service Knowledge should be carefully established in all employees (and in particular for all customer contact staff)
• Service Empathy should be built with customers through warm and courteous relationships at all times
• Service Responsiveness should be fast and flexible