CASE STUDIES
Helping Our Clients Achieve Success
Centers for Medicare & Medicaid Services
Improving 1-800-MEDICARE caller satisfaction through assessment, Net Impression® Leverage priority analysis, and action planning to address top improvement priorities.
Internal Revenue Service
Serving as the lead customer satisfaction consultant to all IRS divisions in design, administration, and innovation planning for the IRS's comprehensive customer satisfaction program.
Office of Personnel Management
Using Net Impression® to translate the Federal Human Capital Survey into an improvement tool by identifying, prioritizing, and addressing the high-priority improvement areas.
Internal Revenue Service Employee Study
Mapping together customer experience and employee perspective on the same customer audit to identify ways to improve both employee support and productivity and customer satisfaction at the same time.