Richard Branson

The key is to set realistic customer expectations, and then not to just meet them, but to exceed them – preferably in unexpected and helpful ways.

Monitoring & Evaluation (M&E) and Measurement

We conduct surveys and provide you with detailed reports, analyzed data and recommendations for your customer experience improvements.

1. Benchmarking and performance evaluation

We benchmark against global sector standards by taking stock of where your company is, to enable you set attainable targets. It is a mechanism for managers to confirm the effectiveness of their strategies and employee performance against customers’ needs. At Content CX, we help you benchmark customer service  against global sector-specific standards thus minimizing wastage of resources. We benchmark for productivity, quality, and living up to company values and product or service effectiveness.

2. Employee Surveys, in- depth Interviews and Focus Groups

We conduct employee surveys to establish the level of company performance and employee management that hinder customer retention and acquisitions. We also establish the customer service skill gaps that need to be addressed.

3. Measuring of service performance

After establishing the benchmarks, initiating customer service restructuring programs including development of measuring tools, training of the employees among other activities, measuring of the performance of service is key. In that case, we use Content CX Consulting in-bound performance measuring models

Got any questions yet?

Feel free to get in touch with us and we will definitely get back to you asap! Send us a smoke signal, a message in a bottle, a tweet, IG message, Facebook inbox, LinkedIn message or perhaps, just contact us the old fashioned way.

24144 – 00100 51

Waumini  House, Westlands Road, 2nd Floor

+254 20 4400631

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