Customer research

Using Customer Research to exceed customer’s expectations

What do your customers really think about your company and the service you provide? It may not be as you expect!

Customers should be at the heart of every business and yet few organisations find out what their customers really think of their people, services and products.

Wentworth’s research programmes provide organisations with objective insight, helping them to answer some key business questions such as:

  • What is the level of sales pro-activity amongst staff and how can we make the most of footfall and inward bound calls?
  • In an increasingly outsourced world, how well does the supply chain support an organisation’s mission and value for customer service?
  • The forces of compliance mean tighter controls. Coupled with the need for security you require more targeted, efficient training and management of staff. How can we monitor and continuously improve our performance?
  • From a client’s perspective, how do we compare with our competitors and gain an edge over them?
  • How can we manage the risk to our brand arising from poor customer service?
  • How do customers perceive our direct and non-direct sales channels’ performance?

Research by experts at every client interface:

  • Branch / site visits
  • Help desks
  • Call centres
  • Face-to-face
  • Websites
  • Postal campaigns
 
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