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T·I·E·R·S
allows you to track employee performance in customer contacts, in an objective
and measurable way.
Track Employee Performance With Touchstone
Any customer-focused company wants employees to communicate the company's
high quality standards to the customer.
But employees must be motivated to provide excellent customer
service, and incentive programs work best when your company uses
an objective means of measuring just how your customers perceive
the treatment they receive from your employees. That's the best
way to track employee performance.
Polaris Marketing Research has developed the Touchstone Individual
Employee Reporting System to provide companies with a touchstone
to track employee performance. It's a unique measurement
standard for providing specific feedback
regarding your customers' contact with individual employees. T·I·E·R·S
allows you to track employee
performance individually for all your customer contact employees throughout
the year. In addition to powering incentive programs, the results
can be used for training, development and evaluation.
We start by determining exactly how your customers evaluate
your sales or service representatives, and which service dimensions
impact your customers' loyalty and repurchase intentions. Then
we survey customers handled by your representatives within the
last 30 days. By asking a few short questions, we can find out
what they thought of the encounter and their reaction to issues
that impact whether they will continue to do business with you.
The T·I·E·R·S reports are timely
and affordable, tailored to your needs and compiled to your specifications
-- by representative, by manager, by division, by region. The
reports can be aggregated for management levels throughout any
corporate structure and can be delivered quarterly, monthly,
or even weekly, depending on your needs. They paint an accurate
picture of your customers' levels of satisfaction with each of
your customer contact employees, in a format easy to evaluate
at a glance, so you can correct any problems quickly. Your T·I·E·R·S
reports can serve as valuable training tools and provide a mechanism
for team development and individual evaluation.
The T·I·E·R·S data also provides
information that will prove invaluable in strategic sales planning.
Polaris' T·I·E·R·S increases your
sales potential by collecting and evaluating actionable data
on service dimensions that impact repurchase intention and customer
loyalty. It is the turn-key answer to your customer satisfaction
information needs.
Contact us to learn how we can help you
track employee performance at your
company.
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