Measurement puts up a mirror to a particular contract or organisation, helping to identify problems for resolution and show what's working well. It gives a voice to customers, employee and other stakeholders, helping to identify weaknesses in service delivery, communication or organisation structure that need immediate resolution. It gives the business a measure on investments made as well as helping to improve motivation, customer service and long-term, develop better relationships across the business.

We have worked with clients to deliver a range of different research projects, with varying group sizes but all benefiting from the same insightful, clear and pragmatic analysis.

By identifying and addressing issues raised by organisations can often improve business performance and customer satisfaction. Our surveys are designed to investigate key issues and reflect back the essential information that can help to develop a more engaged workforce. We provide tailored analysis, using a number of techniques that really shine a light into all the corners of a business:

• Employee opinion and satisfaction
• Temperature checks – understanding how employees are working, particularly during periods of significant change
• Communication audits
• Why staff leave – exit interviews and surveys
• Brand value audits – what the values really mean to employees
• Focus Groups

You can imagine that for customer and service-focused business such as support services organisations, understanding how customer satisfaction works is essential. Happy customers usually stay loyal, they renew contracts and recommend businesses to their peers. In some cases, customers even pay a premium for the privilege of working with a supplier they trust and who understands their business. But not all businesses have direct contact with their customers every day, so finding out what's working well or what could be improved can sometimes be tricky.

We have worked with a number of support services teams to get this direct feedback – through surveys, interviews and focus groups – helping them to measure and track customer satisfaction. But surprisingly, we've found that the action plan that arises from the survey findings is often the most important tool. So, we've developed a process to develop an appropriate, business-focused action plan that can help to deliver improved results.