nTOUCHSM RESULTS-ORIENTED REPORTING STYLE
approach blends interactive technology, high-speed information processing,
and reporting style to deliver results quickly, accurately, and in a format
that uncovers opportunities. The result: actionable service and quality
ANALYSIS OF RESULTS
Beacon Technologies captures,
examines, and arranges data gathered real-time as customers answer survey
questions. Data consists of information about the customer's service experience
and comments regarding issues not covered in the survey session responses.
Verbatim comments - The Voice of The Customer -- are captured and reported
twice each week. Critical comments are isolated for expedited service
quality recovery actions.
Beacon Technologies' reporting style uses clear, crisp graphics and tables
to present the key data elements. This format points to action activities,
avoiding cumbersome, difficult to interpret and implement academic-style
Report graphics display:
of current reporting period responses compared to selected benchmark
scores and response distributions of responses over time.
Points: Key indicators with greatest mean score increases and decreases,
designed to isolate and focus staff, and demonstrate results.
satisfaction data is analyzed through comparison of mean score ratings
and tracking of the proportion of respondents who rated statements using
two scales: Agree-Disagree or Satisfaction-Dissatisfaction. Demographic
characteristic profiles of survey respondents are provided for reference,
and to ensure that a representative sample of the customer population
developed through custom-designed analyses for each
client application. Written and electronic analyses are prepared and posted
on the Beacon Technologies secured website ready for staff viewing and
action. Raw data files are available for client use.