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Employee Performance Measurement Research Uses Transaction Based Surveys

When you understand the issues front-line employees confront daily, you can supply the tools necessary for excellent customer service. We can design transaction based surveys and execute an employee performance measurement program based on statistical applications that will help you focus on the areas most important to improvement.

We often find that there are critical gaps between management's perceptions of what it takes to provide excellent customer service and those of the front-line service employees themselves. Qualitative research with front-line employees can provide very rich results in terms of creating awareness of the actual customer experience, or moments of truth, and identifying roadblocks to excellent customer service that management may not have fully realized. Most front-line service employees, whether a telephone call center service rep or a client-site technician, are self-motivated to provide a high level of service to please the customer. But they may feel that some company procedures, rules or policies prevent them from providing that level of service they want to provide, and over time they become frustrated.

Contact us to learn more about employee performance measurement research and transaction based surveys.