When good service is your life style
All touchpoints in and out of your organization have an impact on how your citizens perceive you. It is always a matter of meeting and surpassing the citizen’s expectations and studies show that optimizing your touchpoints is reasonable and profitable.
We work in two general ways:
On the one hand, we examine how your citizens perceive you. On the other, we observe your actual actions and behaviour. By combining these perspectives we create a deep citizen insight and give you the tools to eliminate inexpediencies from the way you treat the citizen, so his expectations are met every time.
How do your citizens perceive you?
When we examine what citizens think, we apply different kinds of surveys. From telephone interviewing to survey via web or sms, to exit polls conducted by our sister company, Servicemind. By analyzing the collected data, we will be able to give you an action plan with priorities attached to each of your efforts according their impact on citizen satisfaction.
How do you act?
Our examination of how you act has several aspects. The most important thing is that all your touchpoints are examined and evaluated. For most organizations the telephone is an important point of contact to citizens. We observe how far your efforts to give the best service and advice are in accordance with your own standards. Our Telephone Service Survey will also bring you unique information about how to reduce the time spent on telephoning and how to improve the way citizens perceive you.
Whether it is a conscious, strategic choice or just development, the expanding use of sms, chat and e-mail in communicating with citizens that raises new challenges for organizations and employees. Even though form and language has changed, traditional virtues like needs analysis, giving advice and summarizing are still fundamentals for success.
Ready for change?
As a part of House of Minds our investigations and analysis are carried on by some of the best process consultants in Denmark. We always rely on knowledge and facts – never faith or intuition. We call it fact-based knowledge™. Whatever the subject, our work is always based on specific and concrete measuring and analysis of the organization. We never designate an area to be specifically important for your citizens without prior mapping and analysis of the facts about your organization.