Customer Evaluation Interviews

Quantum’s Customer Evaluation Interview provides a qualitative assessment of your customers' needs and their perceptions of your organisation's performance.

The intelligence gathered from Customer Evaluation Interviews can be used to strengthen customer loyalty and ensure increased repeat business.

Customer Evaluation Interviews will also higlight your major strengths and areas for improvement in regard to service delivery.

Quantum’s Approach: Customer Evaluation Interviews

Quantum will custom design the Customer Evaluation Interviews around the SERVQUAL model developed by Zeithaml, Parasuraman and Berry. The SERVQUAL model uses several dimensions of service quality to measure the gap between the customer's pre-conceived expectations of service and the service actually received. The principles and dimensions of the SERVQUAL model are highlighted in the diagram below:

Quantum has a very experienced team of directors and senior associates, who will work with your General Manager, Marketing and Sales or Sales Manager to:

• Identify your major customers / clients for interviewing

• Identify the critical levels and contacts within these major customers

The interviewers are skilled at assessing the nuances of the relationship and understanding your customer’s important needs.

A succinct report will be prepared for each major customer/client and will set out clear cut recommendations for each level of the relationship structure.

Benefits: Customer Evaluation Interviews

• Identify and become aware of the levels and people involved in the relationship structure between your organisation and your customer.

• Improve the effectiveness of your service for all levels of customer interaction.

• Identify the key issues that are critical to the success of your customer and assess how effectively your organisation is performing on these key issues.

• Determine whether you are meeting, exceeding or falling short in delivering on the expectations that customers have of your organisation's products and services. 

• Determine new customer requirements or market trends that can be utlised in order to continue to exceed customer expectations.