Leverages people, process, technology within a strong outward – focused culture; recognises that “customers” now include communities, citizens, environmental activists, suppliers, employees and all stakeholders who impact on an organisation’s performance and reputation; and includes a section devoted to the focused, effective contact centres.
An essential survey that should be undertaken regularly in a fast-changing world where our survival and ability to thrive is interconnected with those of our customers and other stakeholders. This survey probes the degree to which service excellence is understood, practised and fits into a balanced scorecard of organisational activity. Question clusters include: Do providers (in the widest sense of the term) have freedom to deliver excellent service – across silos, and covering strategy, operations and emotional experience? Is service delivery up to date given changing times, expectations, processes? Are customer inputs directly and professionally accessed? Is the contact centre fully integrated with the rest of the organisation?