What We Do
With over 25 years of experience in customer service quality and operational management, we are a leading organisation for helping clients to understand how performance in these areas can be improved through evidenced based research and performance measurement. Both our customer service quality and operational management indicator survey are refined regularly to ensure we are capturing the most relevant data related to these imperative aspects of organisational success. This is done in consultation with our industry clients complemented by the latest developments in research from both a theoretical and applied perspective. The data from these projects contribute to the provision of the CERM PI National Benchmarks, a resource that details organisations of varying scope and size, and allows managers to compare their organisation’s performance against the industry standard.
In addition to our flagship surveys and reports, we are able to customise projects to suit the individual needs of our clients in the customer service and operational management space. Our team of leading academics and vastly experienced professional staff combine to provide a robust industry relevant research service that is heavily underpinned by academic rigour yet adaptable enough to meet the ever changing demands of increasingly competitive industries.
Customer Service Quality
Our Customer Service Quality survey measures customers’ expectations compared to their perceptions of the facility or service’s actual performance in a range of dimensions.
Operational Management Indicators & National Benchmarks
Our Operational Management Indicators survey covers key aspects of operational management including finance, services, marketing, human resources, utilities, and facilities.
In addition to our flagship customer service quality and operational management indicators surveys, we facilitate customised research projects with a number of industry partners.