Gateway to International Hospitality Internships for Students- Udaaan Managem...
P manifold customer_audit_feedback_monitoring_services
1. Customer Audit, Feedback
and Satisfaction Monitoring
MANAGED SERVICES TO HELP IMPROVE
CUSTOMER SERVICES DELIVERY AND
EXPERIENCES
Catalyzing emerging business models through
CONSULTING | RESEARCH | STAKEHOLDER ENGAGEMENT | TRAINING
4. Amongst other KPIs, Customer Satisfaction is good ‘leading’
Indicator of Performance and Growth, and will support high
‘Governance’
It allows company to look forward and better estimate future growth and risks
Lagging Indicators
•Revenue, Profit, Costs,
Financial ratios, Credit
ratings
Leading Indicators
•Customer Satisfaction,
Employee satisfaction
Leading indicators are
typically "input"
oriented, are
predictive of financial
or other desired
outcomes, hard to
measure and easy to
influence
Both leading and lagging
indictors are important for
effective Performance MIS
Lagging indicators are
typically “output”
oriented, measure
end-state objectives
or desired outcomes,
easy to measure but
hard to improve or
influence
For your invested businesses:
Do you have a documented customer audit, feedback and satisfaction monitoring process?
Is that being enforced?
Are you regularly tracking experiences of end-customers that are interacting with your
businesses?
Do you believe that end-customers can help you keep independent vigil on your business, and
share elements of continuing innovations?
Are you acting upon the collected customer feedback and insights?
Is your business creating impact – social, economical, environmental? How do you measure
this?
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10. — Independent 3rd party
— Systematic, Scientific & Statistical
— High Quality
— Able to benchmark
— Offer as Managed services model
— Turn Key
WHY PMANIFOLD
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