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Customer Net Impression |
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Employee Net Impression |
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Service Delivery Channel Allocation |
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Net Impression Process |
Net Impression® Assessment is the first step of PCG's Net Impression® process. It involves gathering qualitative data to gain a complete understanding of what your customers and/or employees care about when they determine their level of satisfaction or dissatisfaction. PCG can moderate focus groups and/or conduct one-on-one customer/employee interviews.
Using the qualitative research, we develop a concise scorecard that captures all of the relevant drivers of satisfaction for your customers or employees. This scorecard serves as the foundation for a quantitative survey—conducted online, by telephone, or even mail—of your customers or employees. We partner with you to develop a questionnaire that encompasses all of your customers'/employees' concerns and produces actionable results.