Successful companies use a "360 degree view" to evaluate how their company is performing. The key services that will provide the best insight into your business are:
This service provides an objective evaluation of your customer service levels and employee knowledge. Additionally, it allows you to see your training programs in play. Are your employees following training procedures? Do they display the knowledge that they should have gained during training?
We can conduct mystery shops onsite, via telephone, and via email. A regularly established schedule is recommended to see the best results.
This service is useful in many respects. Use it after initial employee training sessions to determine if the employees retain the information they learned in order to be successful in their position. Many larger companies are turning to testing employees on a regular basis, especially during their first year of employment. Using a toll-free number or online format, employers will have the ability to have their employees take tests to determine their current level of product knowledge, customer service procedures, and general knowledge of the business. This snapshot will allow you to quickly pinpoint your top performers and those employees who require additional training to be successful.
Contact us if you would like more information on employee testing services.
This is a useful tool to determine the reasons people leave your company. However, you can also find out the positive and negative factors that their work entailed, and which factors played into their decision to leave. Ann Michaels & Associates has the ability to interview people who have left your company. Additionally, we have an online system that allows us to compile this data for you. We offer over 20 interactive analytical reports that are avialable to you 24 hours a day, 7 days a week, which allow you to take the data you receive and note what areas are in need of improvement in order to improve employee retention.
Interviews can be conducted via telephone or online, and we can use a combination of both methods to improve your response rate. If you collect employee email addresses, we can take this one step further and email your past employees to invite them to provide an exit interview online. Contact us to learn more about exit interviews.
Exit interviews are an effective tool for determining reasons for employees to leave your company. However, taking a more proactive approach and utilizing a consistent employee feedback program can reduce employee turnover and improve overall employee morale. Additionally, you can obtain outstanding ideas to improve your business from your employees, as they are typically on the "front lines" and see day to day issues that you may not be aware of.
Employee feedback programs can assist in many ways:
Our employee programs are handled similar to our customer feedback programs. Please contact us via email for more information.
These are valuable tools to gather and analyze your customers' opinions, thoughts, and suggestions, and can be used in a variety of ways. First, you can invite customers to take a survey evaluating their most recent experience with your company. Coupled with our interactive analytical reports, you will have great insight into which areas succeed in satisfying customers and which are in need of improvement.
These services can also be used to gather customer suggestions and opinions on new products and services. Do you have a loyalty program? If so, you can contact this base of customers to get their opinions on new products and services and suggestions for improving your business. You can also utilize your general customer base for this purpose as well. Some of the best ideas come from customers - because our programs are cost efficient, you can't afford not to use them!