SERVICE OPTIMIZER®
Fields of application
- Systematic surveillance and controlling of service quality.
- Development of tools to strentghen customer relations.
- Basis for agreements on objectives and bonus distributions.
- Key figures for your strategic management.
Your benefits
- Uncovering and creation of fascinating and promising services.
- Identification of basic services and elimination of irrelevant and cost-intensive services.
- Clear and comprehensible recommendations for action.
- Integral analysis using a combination of independant methods.
GAP-Analysis
- Definition of relevant fields of analysis within the entire service portfolio.
- Calculation of intensity of use and importance of services.
- Goal: To which degree are customer expectations being fulfilled and what is the importance of your particular services?
Penalty Reward Analysis and Kano Model
- Measurement of driver effects by means of penalty reward analyses.
- Systematic classification of services into basic, performance and excitement factors according to the Kano model.
- Goal: Which services need to be provided, which create excitement and which can be neglected?
Portfolio Analysis
- The results of the different analyses are cumulated in the portfolio analysis.
- The characteristics of each service are immediatly apparent:
- Significance (importance / intensity of use)
- Level of customer satisfaction (incl. GAP)
- Factor (Kano model)
- Goal: Clear derivation of recommendations for action for each service sector.