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Employee Mirror

How do your employees’ predictions of your customer perceptions align with actual customer perceptions?

If there are significant gaps, you could be spending resources in the wrong places.

Our Employee Mirror product can help you raise awareness, allocate resources such as training, and tap the abilities of your workforce to drive future performance improvements.

Employee Mirror can provide:

  • Overall assessments of your employees’ awareness of your customers’ satisfaction and loyalty
  • Ratings on key measures within process areas, enabling you to monitor continuous system improvement over time

Data Analysis

Sophisticated analysis that can accelerate action

Our analytical capabilities can:

Drive top-level decision-making.

  • Our Executive Summaries combine one-page overviews of key statistics with a MS PowerPoint presentation of key conclusions.
  • Identify key customer subgroups.
    • Discriminate Analysis yields specific conclusions on subgroups defined by performance perceptions or loyalty categorizations.
  • Project the economic benefits of increased loyalty.
    • Loyalty Impact Analysis assesses and extrapolates the direct economic benefits of increasing customer loyalty.
  • Isolate high-impact customer processes.
    • Performance Elasticity analysis projects the impact that certain customer-oriented processes have on satisfaction and loyalty.
  • Assess the impact of price changes.
    • Price Elasticity analysis informs strategic and operational decisions by project the effect price changes would have on volume, loyalty and satisfaction.

Our products help you make strategic decisions with greater confidence than ever before. All our products use a proven, internet-based process to deliver your results efficiently. But our information-rich interactive reports are what truly set us apart.

We deliver:

  • Overall assessments of performance, including customer satisfaction, loyalty and your share of business
  • Reasons for dissatisfaction or satisfaction
  • Trend charts that track key process areas
  • Customer profiles by SIC, company size, region, etc.
  • Interactive reporting that allows you to segment by geography, question type, and customer segment
  • Additionally, we’ve developed ways to apply this same methodology to your employees and suppliers, so that your entire business aligns with customers’ needs. No one matches our combination of efficient execution and in-depth analysis.