Measurement

Are your cultural improvement efforts making a difference? Are employees more engaged? Are customers more satisfied?  Is there a return on your time and financial investment?

Each of these questions can be answered by instituting measures such as customer satisfaction surveys, mystery shopping and tracking key performance indicators (KPI’s).

CSE offers complimentary consulting to identify and craft the most effective measurement tools for your organization.  Measurement will pinpoint areas of success and areas of opportunity.  Results will help to ensure that you are moving in the right direction and aid in the continual shaping and improvement of your culture.

Customer Satisfaction Surveys:

Solicit feedback from real customers. This form of feedback is vital to understand what customers are thinking and feeling—and ultimately deciding about your organization. LEARN MORE

Mystery Shopping:

Measuring the customer experience through the use of mystery shopping provides a useful platform for feedback, development, consistency, and a tool for employee and organizational improvement. LEARN MORE

Establish KPI’s:

How will you know if your improvement efforts are affecting your business metrics?  Establishing key performance indicators (KPI’s) before you begin and measuring them after will tell the tale.