TeamPulse: Employee Engagement & Service Quality Insights
This service is designed to measure the "pulse" of your team evaluating employee satisfaction and loyalty, while simultaneously auditing the quality of service they deliver on the frontline.
Research Solution That Bridges the Internal World of Your Employees With the External Experience of Your Customers
TeamPulse™ is a unique research solution that bridges the internal world of your employees with the external experience of your customers. We believe that superior customer service is born from a team that is motivated, satisfied, and engaged. This service is designed to measure the "pulse" of your team evaluating employee satisfaction and loyalty, while simultaneously auditing the quality of service they deliver on the frontline.
TeamInsight
Employee Motivation & Retention Risk
ServiceCheck
Frontline Service Quality Audit
FrontLineMap
Frontline Experience Mapping
TeamInsight - Employee Motivation & Retention Risk
Understanding the Sentiment and Health of Your Internal Team
TeamInsight is a diagnostic module for understanding the sentiment and health of your internal team. We gather direct feedback from employees regarding their motivation levels, job satisfaction, the support they feel from management, and we measure their turnover risk or intention to stay. This analysis can be segmented by location, role, or tenure to achieve a more granular understanding.
This module serves as an early warning system for management and HR. By identifying the root causes of dissatisfaction or potential turnover, your company can execute proactive and targeted interventions for example, through recognition programs or enhanced supervisor support. This insight is invaluable for reducing costly recruitment expenses, maintaining team stability, and retaining high-performing employees.
ServiceCheck - Frontline Service Quality Audit
Objective Audit of Service Delivery Quality at Customer Interaction Points
ServiceCheck is an objective audit of service delivery quality at customer interaction points. Using proven methodologies such as direct observation or mystery shopping, we evaluate your frontline team's performance based on the internationally recognized SERVQUAL framework. This framework measures crucial dimensions like reliability, responsiveness, empathy, and professionalism.
The output of ServiceCheck is a measurable "report card" on the consistency of your service quality. This module can uncover service inconsistencies between branches, gaps between operational standards and on the ground practices, or areas where your team requires additional training. This data provides a strong foundation for staff development programs and service standardization across your entire business network.
FrontLineMap - Frontline Experience Mapping
Maps and Visualizes the Consistency of the Service Experience Across Various Locations and Touchpoints
FrontLineMap maps and visualizes the consistency of the service experience across various locations and touchpoints. This map provides a clear visual comparison of performance from how employees greet customers to the final interaction allowing you to see where strengths and weaknesses occur geographically or procedurally.
The power of this module lies in its ability to identify and replicate success. FrontLineMap not only reveals gaps but also highlights "role model" branches or teams that consistently deliver exceptional service. This insight enables the company to document and disseminate best practices internally, transforming individual pockets of excellence into the new standard for the entire organization.