Great Outcomes has been engaged by clients to do extensive research projects in different customer service environments. Based on this experience we have critically analysed two methods to help clients choose the best customer service research method to suit their needs. A larger customer service environment used the mystery shopping method. This required anonymous individuals completing a customer service interaction, and asking questions assigned by us. The individuals then filled out a survey form including both quantitative and qualitative data based on their customer service interaction. This was reviewed and analysed with conclusions of the ...

At this time of year you could be forgiven for wanting to think about your summer break ahead and all that involves.  However, when New Year rolls in that will start a number of considerations that you probably should be preparing for now, such as: Staff back-up for the New Year and summer holiday period Your roster schedules are probably finished, with New Year’s leave long confirmed.  Theoretically there’ll be adequate staffing throughout, but what plans are in place to respond if it’s inadequate staff cover?  How your team responds to service demands during this period will make the difference between returning to a performance report ...