Customer Service Audits
At Workforce Development Group, we provide customer service audits to uncover what your company and employees are doing well and identify areas of opportunity for you to focus on to improve the customer service experience.
Telephone Audit
An audit of your customer’s experience with your organization on the telephone will provide you with an overview of the current level of service being provided as well as identify gaps in service.
A telephone audit can be conducted via several methods:
- By placing calls into your business posing as a customer
- By listening to recorded calls with actual customers
Restaurant Audit
We will send a mystery diner to your restaurant to provide you with a report that details their dining experience. It will include their feedback on the service, the food as well as their overall impression of the restaurant.
Storefront Audit
How does your customer see your company when they walk through the door? We observe, evaluate and report on your customer’s experience when they visit your store.
Our Storefront Report documents the observation of the front-of-shop activities, including all points of contact with the customer from finding a parking spot and walking through the front door, to transacting the business and leaving the building. Through observation, we identify and document the experiences of your customers and provide a report highlighting the good activities and recommending solutions for improvement where appropriate.
Mystery Shopping Services
Our trained staff will visit your business and provide you with a comprehensive report that details their experience with your business. Areas addressed in the report will include:
- The physical business premise
- The quality of your products, services or food
- The experience they were provided as customers
Customer Feedback Tools
Customer Satisfaction Surveys
Customer satisfaction surveys are also a useful tool for gathering information and testing whether your customer service is on target with customers’ expectations. Through discussion, we determine the size of the survey required, timing and goals of the survey for your company.
Customer Focus Groups
Unlike questionnaires and other forms of quantitative research, customer focus groups provide useful insights into customers’ views and feelings about the service experience. We will facilitate the session and gather information from your customers to help understand the customer experience you are providing.
Customer Interviews
Customer interviews are a common mechanism for gathering the voice of the customer. Customer interviews are usually conducted one-on-one with an individual customer or with a small number of people from the same business or family unit. They provide an opportunity to get in-depth information from a single customer.
Call us today to set up a free consultation:631-598-5598
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