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Customer feedback provides the information that’s so critical for improving the level of customer service. Without feedback, organizations may introduce, modify, or curtail services without seeing them through the eyes of the customer, and end up disappointing customers in the process.
Customer focus groups are a proven method for providing that feedback. QTS can work with your organization to:
- Develop/coordinate a focus group plan
- Facilitate focus group meetings
- Summarize focus group findings
- Recommend steps to address findings (both positive and critical)
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QTS will first meet with your management team to understand your customer feedback needs. Then, we’ll develop a simple plan for scheduling and populating the groups with the right people. QTS handles all the logistics required for setting up and running the group meetings.
- As an objective third party, QTS can facilitate your focus group meetings with an unbiased and expert eye. We can ask and follow up on the “tough questions” without getting defensive. We can manage the group process expertly, thanks to years of experience facilitating training and meetings of all kinds.
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QTS provides a detailed report summarizing findings from all the focus group meetings. We look for: trends in the data; service strengths you can build on; and service improvements you may want to address.
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Working as a partner with your management team, QTS looks at the data and helps formulate action steps for addressing specific service needs. At your choice, we can offer a variety of training and consulting services to address those needs. These services include:
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Develop/coordinate a focus group plan