CX AUDITS & ASSESSMENTS

Satisfaction and Loyalty Assessments

Your customers are your lifeblood and knowing how they perceive your performance on services delivered to them can be crucial.  Often we think we may know the answers but the only real way to know is to ask them.  Having an independent audit represents an efficient, impartial, and unbiased way to find out.

What HorizonCX can do for you…

We will custom design a short but effective 10-15 question assessment to get to the heart of your customers’ experiences with your products and or services and deploy it via email.

The feedback we obtain will then be summarized into a formal report with specific findings, key emerging themes, and recommended best-practices you can then apply in changing your approach to service delivery and earn additional business.

 

  • The customer loyalty audit process begins with a one-hour phone consultation, designed to understand all objectives of the study and to provide a complete proposal and accurate cost estimate.
  • A proposal document detailing exact deliverables, format, and timeframe is typically delivered within two weeks of the consult. A signed agreement along with a 25% deposit initiates the start of the project.
  • An appropriately designed customer loyalty survey instrument containing up to 10 questions (8 quantitative and 2 qualitative) will be delivered within two weeks of project initiation for initial review. Up to two weeks of iterative reviews is typically required to finalize the survey instrument.
  • Response rates for customer surveys typically run in the 10-20% range. Therefore, a list of at least 1000 customer email addresses would yield 100-200 completed surveys, the recommended minimum for statistical confidence. Customer Email addresses along with the survey content is loaded into the survey tool and launched. Surveys remain open for a total of 10 business days with one reminder sent out at the midpoint to those that have not completed the survey.
  • Once closed, survey data analysis begins. This is a process that typically takes two weeks to complete. A final written report containing findings and recommendations will be created and delivered to the client.
  • An on-site presentation of findings and recommendations can also be arranged by special request.

Employee Engagement Audits

Revenue growth and profitability depends on having satisfied and loyal customers.  Customer loyalty is dependent on how well your employees deliver on what the customer values and that, in turn, is dependent on how satisfied your employees are to begin with.  Satisfied employees are productive and engaged in your business, feeling personally responsible for business outcomes and that leads toward low employee turnover which ultimately drives increased revenues and profitability.

What HorizonCX can do for you…

We will custom design an employee engagement survey to help you understand, among many dimensions, how well your employees are committed to you as an employer, how they view their role in delivering services to customers, and how likely they are to remain an employee or recommend your company as a great and preferred place to work.

The feedback we obtain will then be summarized into a formal report from which you can then use to apply new approaches in creating a more satisfied and engaged workforce.

  • The employee engagement audit process begins with a one-hour phone consultation, designed to understand all objectives of the study and to provide a complete proposal and accurate cost estimate.
  • A proposal document detailing exact deliverables, format, and timeframe is typically delivered within two weeks of the consult. A signed agreement along with a 25% deposit initiates the start of the project.
  • An appropriately designed employee audit survey instrument containing up to 10 questions (8 quantitative and 2 qualitative) will be delivered within two weeks of project initiation for initial review. Up to two weeks of iterative reviews is typically required to finalize the survey instrument.
  • A list up to 100 employee email addresses supplied by the client along with the survey content is loaded into the survey tool and launched.  Surveys remain open for a total of 10 business days with one reminder sent out at the midpoint to those that have not yet completed the survey. Response rates for internal employee surveys typically run in the 80-90% range.
  • Once closed, survey data analysis begins.  This is a process that typically takes two weeks to complete. A final written report containing findings and recommendations will be created and delivered to the client.
  • An on-site presentation of findings and recommendations can also be arranged by special request.

Organizational Readiness Assessments

When changes of any kind are planned within an organization the first question should be to ask how ready is your organization to embrace and adopt those new ways.  A quick and easy way to find out is to run an independent assessment of your employee base to determine how those planned changes will likely be accepted.

What HorizonCX can do for you…

We will custom design a readiness assessment instrument based on your specific planned organizational changes and deploy that to a portion of or your entire workforce.  As a result of this assessment; you will discover your employees’ exact expectations, how they see the organizational culture supporting the change, how sound they view the strategy for change, and whether they feel they have an integral role or a stake in the change process.

The feedback we obtain will then be summarized into a formal report or alternatively a presentation that will allow you to share with your workforce how the current state will lend itself to creating a more harmonious and effective transition.

  • The organizational readiness assessment process begins with a one-hour phone consultation, designed to understand all objectives of the study and to provide a complete proposal and accurate cost estimate.
  • A proposal document detailing exact deliverables, format, and timeframe is typically delivered within two weeks of the consult. A signed agreement along with a 25% deposit initiates the start of the project.
  • An appropriately designed organizational readiness assessment survey instrument containing up to 25 quantitative qualitative questions will be delivered within two weeks of project initiation for initial review. Up to two weeks of iterative reviews is typically required to finalize the survey instrument.
  • A list of employee email addresses supplied by the client along with the survey content is loaded into the survey tool and launched.  Surveys remain open for a total of 10 business days with one reminder sent out at the midpoint to those that have not completed the survey. Response rates for internal surveys typically run in the 80-90% range.
  • Once closed, survey data analysis begins.  This is a process that typically takes two weeks to complete. A final written report containing findings and recommendations will be created and delivered to the client.
  • An on-site presentation of findings and recommendations can also be arranged by special request.
cx audits

Telephone Mystery Shopping (TMS)

A well-planned telephone mystery shopping program can yield invaluable insights about how your customers view the quality of your call-center service interactions. Your call-center agents are the front line of your business in terms of establishing that first emotional connection with a customer in need. They promptly and consistently respond, understand the customer through active listening, and effectively offer them options in the form of answering questions, resolving problems or explaining products and services toward closing business. Consistent and outstanding call-center customer service can set your organization apart and well ahead of your competition.

What HorizonCX can do for you…

HorizonCX will work with you and your team to design a custom call-center evaluation program that addresses your needs as to how well your call-center strategy is working. We will work with you to develop up to three distinct and relevant scenarios that we will apply to provide you with an objective rating of your call center agents’ performance.

We pose as potential customers or buyers and inquire about your products or services, asking specific questions, and providing an impartial assessment of our interaction with your call-center agents. This valuable feedback will help you identify and address any current or potential issues within your call-center that you may not otherwise be aware of. Let HorizonCX work with you to:

  • Identify and address any potential and unknown customer interaction issues
  • Identify consistencies or lack thereof within your call-center operations
  • Identify compliant and non-compliant performers and agents falling short of expectations
  • Identify and focus on specific areas that may require additional training
  • Identify any issues related to courtesy and professionalism
  • Identify any missed sales opportunities
  • And more…

Propel Your Customer Experience Today.

Call 508-989-7379 or

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