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Engagement Monitoring In a service environment

Client situation & approach

The client is a leading postal operator and universal service provider, offering an array of mail, financial and insurance products through its dense points of sale network. As the Service Levels to clients became ever more important, the client wanted to know the status of the level of engagement amongst employees and to understand which points of attention needed to be managed to maintain and increase service. With the boundary condition to prevent creation of “another survey” adding to the already numerous surveys the population is faced with on a yearly basis, EFESO was asked to build and deploy a monitoring system to understand the engagement and to help define and implement possible remedial activities.

Results

  • Over 85% response rate from a “survey-fatigued” population
  • Monitoring is part of a cycle of progression, participants understand that the feedback is used to improve in a structured, measured and visible way