Service culture, a strong lever of differentiation
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Transcript of Service culture, a strong lever of differentiation
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Frontline staff: satisfied and happy to deliver the right service to customers
Back office staff: satisfied and committed to deliver the best service to frontline staff
Managers: pay the same attention to employees as they do to customers
CONSIDERATION SYMMETRY©
©
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
I’m a customer and
I’m 74% satisfiedAgreement
(Marked from 6–10)
I work with
customers and I
think 83% of them
are satisfied
9-point
gap
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
EMPLOYEE
perceptions of
their company
CUSTOMER
perceptions of front-
line employees
They are competent We are working to resolve customer issues
They are not capable
enough of bending rules to
satisfy their customers
Employee satisfaction is
not considered as
important as customer
satisfaction
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects
•
•
1. Preparatory interviews and meetings to help understand your
environment
2. Three customised questions of your choice that can be added to
the customer and employee questionnaires
3. Management of the two surveys online
4. Online publishing of your report and customised PowerPoint
version
5. Benchmarked with the annual online study (combining results
from nine major industries)
6. Multi-perspective strategy seminar with your company’s top
management
