Customer Service Survey

Our Approach & Services

Each client situation is unique, which is why we don't use off-the-shelf surveys. Instead, we use a three-step approach to customize the survey content to address your particular needs:

Step One – Discover & Assess Your Needs

• Conduct interviews and focus groups to discover your current and desired customer service performance, as well as your unique issues, needs, and opportunities
• Design and distribute a customized online survey to a representative sample of your target population
• Analyze results and create demographic breakouts as needed

Step Two – Report Results & Recommendations

• Generate reports for your overall company, department, or team to clarify survey findings and recommended action
• Present a leadership feedback and activation session to align leaders with the results and engage them in the improvement process

Step Three – Assist You to Plan & Act on Results

• Dialogue with appropriate stakeholders to determine your development/implementation priorities
• Create an Action Plan based on assessment results, and priorities to guide your improvement efforts
• Deliver follow up LSL services as needed to support your Action Plan

Phase Two consists of action-planning and implementation based on the assessment results. Out of a dialogue with appropriate stakeholders or management, who decide development priorities, we then assist with implementation via one or more of our services.

Consultants

The Leadership Services Ltd. Action Research Consultants are professionals with over 40 years of combined experience in assessment work. Each has unique abilities and experience in survey design, administration, analysis, and action planning. They hold advanced degrees in industrial psychology, organizational communication, research & statistics, and organization development. Our primary Action Research survey consultant is:

• Dr. Alan Wright

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