Employee Focus Groups Uncover 50 Actionable Items to Improve Customer Service

TransSynergy conducts focus groups to evaluate and improve customer experience.

Need:

• Obtain employee feedback through focus groups to improve internal programs and customer service
• Employee focus groups require further consideration and sensitivities as employees are vested in the company and their job is dependent on outcomes. Provide assurances that confidentiality will be honored and the information welcomed—no matter what it reveals

Deliverable: 

• Conduct employee focus groups to gather perception and feedback in regards to customer experience. Facilitate 1-2 groups in each of five cities: Dallas, Fort Worth, Waco, Midland and Tyler
• Determine, from the perspective of employees, the quality of experience currently delivered to customers in various contexts, e.g. call center, crews, response to outages/service orders/move-ins, etc.
• Identify and explore any barriers or obstacles in processes that hinder the delivery of an excellent customer experience
• Probe employees for any concerns relating to specific customer experience initiatives
• Explore specific aspects of the customer experience in order to identify ways in which employees believe they could be improved, including but not limited to potential process improvements
• Identify any initiatives offered by other businesses (e.g. telephone, cable, restaurants, etc.) that could have some application/benefit to customers, i.e. help employees think “outside the box” in identifying potential customer experience enhancers

Results:

Recommended 50 specific and actionable items to implement that would directly impact and improve customer service.

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