satisfaction assessment

We manage and monitor the interpretation and contextualization of the data obtained from client satisfaction surveys.

We identify the key questions involved in customer satisfaction.

These are held in relation to the status of the proceedings and the KPIs that already exist in the organisation.

We create new work processes providing added value for the customer.

We present the data, information and findings to the staff of the assessed organisation in order to establish a plan of action.

We design n action plan that covers the areas of performance and the best practises, all perfectly adapted to the characteristics of the organisation.

The follow-up is also part of our job, and this is carried out by visits and the monitoring of its deployment.

process improvement

Organisations require programmes to standardise processes and actions to be implanted in their commercial networks to obtain correct internal management, provided services and client satisfaction.

We identify those processes, develop them and deploy them in commercial networks. The deployment of the processes is not the end, but rather the starting-point, since the assimilation by the network is not complete. F-Alternative contributes to the involvement, training and motivation of all concerned actors.

To consolidate these processes, and enhance them in the future, it is necessary to:

• Assess the deployment level of the processes
• Carry out variance and weaknesses analysis
• Encourage the correction of non-compliance and variances

According to the continuous improvement system: plan - do - check - act.

mystery

We obtain quality measurements and a precise knowledge of the characteristics of the service offered by the establishment in sales and service operations by using the "Mystery Client" methodology.

The projects are carried out in the area of client experience and one of the main objectives is to identify and analyse areas and aspects to be improved in sales and repairs operations carried out by the establishment regarding "Service Excellence".

The anonymous clients are all F-Alternative employees - auditors and professionals- who carry out the assessment based on variance analysis.

Our anonymous mystery client assesses the operation carried out by the establishment based on the expectations of an "excellent service", on the brand’s quality standards, as well as a deep understanding of the sector as well as the accumulated experience of multiple assessments of many different brands.

F-Alternative offers a comprehensive service which includes design, development, planning, assessment, data processing, reporting and results analysis, all thanks to a specific and adaptable software application which is internet accessible.