Research and Result Processes

We use a wide variety of strategies and processes to gather customer and employee data. These include:

• Customer Advisory groups
• Customer Journey Mapping
• Customer Value Management (CVM)
• Executive interviews
• Focus groups
• Internal KPI information
• Mystery shopping
• Net Promoter Score (NPS)
• Online surveys
• Quality improvement processes
• Shared expectations workshops
• Telephone interviews
• Vox pops and video diaries
• Win / loss reviews
• Workshops