Customer Experience Benchmarking

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Customer Experience Benchmarking

The Aged Care Sector is becoming increasingly competitive and consumers know what they want. It comes as no surprise that consumer-directed care is propelling all providers to transform their business operation to adopt a customer-focused approach in order to thrive and grow in what now is a very market-driven environment.

We have to give up what we think we know and focus on Exceptional Customer Service, Tailored Services, Personalised and Individualised care that maintains the person’s identity and Attracting and Retaining customers whilst controlling costs.

Clients are telling us every day that residents and potential residents know that they now have a voice and they are electing with their feet by not choosing certain providers and even switching when they don’t get what they want, need or expect.

It is not always about price: consumers are not always driven by price, they are driven by experience. You need to ensure that your team are delivering a genuine and consistent customer experience.

Knowing your Customer Experience will be your competitive differentiator if you want to succeed in the ‘Age of the Customer’.

In the face of unprecedented change, organisations are striving to find new winning strategies to stay ahead of the ultra-competitive pack in this new consumer-directed environment. The best way to be ready is to know what is happening right now in your organisation.

The HDR Group will provide you with information about the presentation and delivery of products and services within their sites through the eyes of the all-important customer. It’s time to see what they are really thinking!

Our Services will help…

  • You see your business through your customer’s eye
  • Raise the level of service on offer at your organisation through performance reviews
  • Maximise the sales potential of every customer
  • Boost your bottom line
  • Increase the product knowledge of your team
  • Assess training areas that are required
  • Assess competitor’s services
  • Evaluate your service offerings

New Customer Experience Services:

Mystery Site Visits:

A member of our team will visit your site (either scheduled or unscheduled according to your preference) and assess your team’s ability to engage with the potential new consumer.

Phone Enquiry Monitoring:

A member of our team will contact your site at random times throughout the week (including weekends) and assess your team’s ability to engage with the potential new consumer.

Inquiry Responsiveness:

A member of our team will contact your site through your IT platforms and collect qualitative and quantitative data on responsiveness times at random times throughout the week.

Existing Customer Experience Services:

Post Arrival Customer Experience Interviews:

We will conduct engaging interviews with your chosen number of new arrivals and deliver frank and candid feedback based on their experience.

Customer Experience Interviews:

Allow us to interview your residents to learn how they find the customer experience at your site.

Local Competitor Analysis:

We will conduct mystery site visits, phone inquiry monitoring and the inquiry responsiveness of the competitors in your area.

The Results:

In the face of unprecedented change, organisations are striving to find new winning strategies to stay ahead of the ultra-competitive pack in this new consumer-directed environment. The best way to be ready is to know what is happening right now in your organisation. You choose the dates and time frames for the auditing to be conducted. At the end of customer evaluation process, you will receive a full consumer evaluation report including both qualitative and quantitative assessment results.  The reports we provide are tailored to the organisation’s needs.

To Download a brochure, you can click here

If you would like to speak with our managing director about a customised package of customer expectation auditing, please call Rhonda 0438 748 846 or email rhonda@thehdrgroup.com.au

 

 

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