This website uses cookies primarily for visitor analytics. Certain pages will ask you to fill in contact details to receive additional information. On these pages you have the option of having the site log your details for future visits. Indicating you want the site to remember your details will place a cookie on your device. To view our full cookie policy, please click here. You can also view it at any time by going to our Contact Us page.

Simple self-service tool

05 September 2011

In response to the increasing demand on organisations for excellence in customer service, Cognito has launched a simple online formula for companies to benchmark their operations.

Known as the ‘ServiceAssessor’, this 5-point questionnaire pinpoints any potential shortfalls in service operations and ranks companies versus industry standards, according to Aberdeen Group benchmarks.

The formula poses a series of questions about an organisation’s scale, and ability to manage, schedule and track customer jobs, as well as its own mobile workforce. It then produces a scorecard result versus recommended best practice numbers.

“Service is now widely known as the key to building brand, loyalty and reputation, and it’s imperative that organisations know how they are performing in a fiercely competitive market,” said Jonathan Chevallier, strategy director at Cognito. “A focus on internal productivity alone is unlikely to keep pace with increasingly demanding customers. Recognising this, a growing number of service organisations are broadening their focus from measuring customer satisfaction to aligning the workforce with strategic service objectives. Our new ServiceAssessor tool is just another way to help them do this.”


Contact Details and Archive...

Print this page | E-mail this page

MOST VIEWED...


Article image Increasing issues relating to refrigerants following F Gas regulation impact

FMs in charge of facilities with plant and equipment that use refrigerant gases with a high global warming potential (GWP) face a number of issues in the near future.Full Story...

Article image Pest control warning from industry body

An alert has been issued by the British Pest Control Association (BPCA) following a rise in resistance to conventional poison within the rat population.Full Story...

Understanding contract costs

Carillion businesses sold as markets adjust to company collapse

Manchester Cleaning Show To Focus On Future Of Cleaning And Wider FM Issues

http://www.fsifm.comhttps://www.wcrsltd.co.uk/customers.phphttps://www.cleaningshow.co.uk/manchester