Objective Customer 'Perception Gap' Benchmarking

This method of performance measurement is the most objective and accurate technique available by considering how performance relates to expectations. It is entirely based on customer feedback and uses statistically accurate sampling. It is therefore not only truly objective but allows Teleconomy to assess which skills are expected most from the customer for that particular service and where development should be focused in the future. As part of syndicated research, competitive analysis can also be provided.

A detailed review of several individual industry sectors is planned for early 2003 as part of a CCA endorsed industry review of expectations and performance - giving the most thorough and objective benchmark of performance to date. Click here for more information.

Perception Analysis is based on a completely tailored set of criteria for the ‘ideal’, designed from initial qualitative research.This 'ideal' is then quantified across statistically accurate samples, providing a clear hierarchy of expectations, indicating where effort should be concentrated to meet these expectations and clearly distinguishing the relative level of importance between each of the different contact ‘attributes’.

Against this hierarchy a separate set of responses is overlaid, setting out the actual performance. In combination, we are then able to provide a gap analysis between what is expected and delivered. This gives a clear understanding of whether expectations are being met, exceeded or fallen short of, providing the call or contact centre with a very clear view of direction of where focus should be concentrated in order for service levels to be improved.

Return to our overview of research methods.