Internal Analyses to benefit performance, improvements, personnel motivation.
Analyses internal to a company can be actions by themselves or the initial or control step within a broader C&CC intervention programme.
Main internal analyses carried out by
And on the field: mystery shopper/ customer/ guest/ citizen/ patient/ caller/ web
Internal Analyses provide an unbiased, accurate and complete picture, to allow the identification of improvement points.
Thanks to specific data, decisions are clear and efficient.
|Checking the results
of a decision aginst
shows executives what
their strengths are,
where they need to improve,
and where they lack
knowledge or information.
CLIENT Induction TALENT MAPPING Motivation
Stakeholders ANALYSIS Fit-Gap MYSTERY SHOPPER
PATIENT Performance Improvement COMMUNICATION
RESOURCES Skills CITIZEN IMPROVE Focus Group
MYSTERY CUSTOMER Climate TALENT Relationships
Employee Loyalty SKILLS Mystery Caller SURVEY
PERFORMANCE Team GUEST
|So I think
instead of focusing
focus on the customer
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