Fifth Quadrant will assess the processes and performance of your:
> Strategy
> Business Model of Operations
> Organisational Structure
> Processes
> Technology
> Human Resources
> KPIs and Reporting
> Business Continuity
A Customer Experience Diagnostic Review Includes:
Data analysis: analysis of raw data related to customer interactions, service efficiency and effectiveness.
Benchmarking of performance: Comparative benchmarking with up to 150 other organisations. Benchmarking may be against:
a. Industry Vertical
b. Operations of Similar Size
c. Wider Industry
Qualitative phase: interviews with key stakeholders and employees
Touch-point Mapping: Internal process, systems and people interactions for high volume interactions
Multi-Channel Audit: Availability and configuration of customer interaction channels
Customer research can also be included in a Customer Experience Diagnostic review in order to validate and confirm customer requirements and service expectations.
A Fifth Quadrant Customer Experience Diagnostic Review Report Includes:
Current and validated performance against all criteria under review
Identification of areas of good performance that should be continued
Identification of areas of poorer performance
Quantification of inefficiency and ineffectiveness
Comparison of performance with other organisations or segments
Detailed recommendations to improve efficiency, effectiveness and customer experience
A Road Map for Implementation
Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.
