Customers & Employee Satisfaction Measurement

Customer and Employee Satisfaction Measurement

Customer Satisfaction

Customer satisfaction begins with a positive attitude and requires the conscientious delivery of high-quality services and products. There’s no mystery here – customers want to be treated the way any of us want to be treated – fairly and professionally – whether or not the customer has a disability or a member of a diverse minority group.

Our research-driven approach to customer satisfaction in transportation includes on-board, bus stop and station surveys and mystery rider programs to identify service strengths and weaknesses and overall rider perceptions. We provide insights to enhance and expand service, and monitor performance over time to determine the effect of training programs and specific management initiatives. In this way, we provide mangers the solid tools and data they need to improve and grow their operations.

These same techniques are readily applied to other sectors. Through custom-tailored survey research, mystery shopper programs, and ongoing monitoring, we help ensure optimal customer experience.

Employee Satisfaction

Managers know that a satisfied and engaged workforce is crucial to success and customer satisfaction. Regardless of industry, employees are an organization’s front-line “troops” when it comes to dealing with the public, delivery of service, and producing and maintaining quality products.

Simon and Simon offers managers a variety of measurement tools including phone and mail surveys and focus groups to help determine satisfaction levels and identify concerns before they become major problems. Working closely with managers, we will tailor an employee satisfaction program that includes training and conflict resolution, where necessary.