Hoe werkt het?
- A direct-feedback stand (figure 1) will be placed on your shop floor to enable customers to provide feedback on the quality of service through answering a limited number of questions.
- Direct feedback – from the questionnaire completed online will be communicated in real-time to the management on the Management dashboard (figure 2), and to the employees via the Employee Monitor.
- An experienced &beyond consultant pays an unexpected visit to the store and provides direct feedback on the customer experience (warm welcome) and the commercial skills based on (I) own observations and (II) direct feedback data analysis.
- The results will be discussed with the manager. Together we define improvement actions and identify any needs for training/coaching.