Because you wish to provide the best advice and service

With Citizen Simulation (Borgersimulering™) you get a clear picture of how you handle the public’s telephone enquiries. We observe whether your efforts to provide the best visitation and advice are consistent with your expectations and standards. If you want to be a successful citizen-oriented organization, you must ensure that employees both know and comply with the guidelines you set. Proper handling will mean competent visitations, advice and more satisfied members of the public.

What's in it for you?

Citizen Simulation is a simple and effective method to measure the quality of your visitations and advice. Your staff will always strive to do their best in conversations with citizens. However, expectations are not always met. Citizen Simulation focuses on conversations and reveals how you handle each call. It provides you with essential facts – and not least, the development of employees. Thereby, you have employees who are properly prepared for conversations and that citizens receive the advice and the offers that you as an organization believe they should have.

Citizen Simulation - How?

Together with you we define the specific areas of focus that we must evaluate. Then we prepare a number of realistic cases (enquiry type) for each focus area with specific issues (metrics). For each case an answer sheet is produced with exact background information and ready prepared counter-questions, so we can implement the case authentically. We brief our callers and over an agreed period, we make the calls. During this period, we evaluate each case and answer sheet with the callers and you. When the calls are completed, we analyse the results and deliver a comprehensive report with specific observations and priorities of focus areas.

Where to go from here …

Call today and book a preliminary analysis with specific feedback on our experiences and see what Citizen Simulation can do for your organization.