What does the Janus CSM Report tell you?

Your staff and managers will look forward to this report – they can read comments about themselves, see how their branch performed compared with last year, or compared with another branch.

Areas or branches with obvious shortcomings can be addressed by your training programme, and given focus through incentive schemes, contests, and other programmes designed specifically to encourage the desired behaviour and outcomes. Outstanding performance is easy to spot so praise and reward can be delivered accurately and immediately.

Marketplace changes will be identified, so you can make changes to product, pricing and promotion and all other aspects of your marketing mix, testing these in selected areas and/or testing various options over time.

Managed as an integral part of your marketing and people management processes, the Janus CSM will give you timely, relevant and accurate ways to ensure that your customers:

• Become increasingly satisfied
• Are more likely to return
• Shop with you more often and
• Recommend your business

“With regard to customer satisfaction, the success of any organisation is in large part dependent on the knowledge that the company has about its customer base. Information is the most critical element for an effective CSM strategy, for without detailed knowledge of the consumer, identifying areas for improvement or determining ways to attain greater marketplace differentiation becomes extremely difficult.

Too often the strategic and tactical CSM efforts of organisations are based on incomplete data that results in a sup-optimisation of performance and a waste of investment in time, effort and money. In essence, without actionable customer based data, it is difficult to determine whether a given strategy will achieve the desired results. Perhaps equally important is the fact that customer expectations are not static, but rather continue to change over time and as such, must be fully understood to ensure the appropriate action is taken to optimise performance.

Information is clearly an asset used by organisations to develop strategies for competitive differentiation and to measure corporate performance. Numerous data, ratios and other measures are used by organisations to assess financial performance. Without such information, gauging the financial health of a company in a timely manner and taking corrective action when required becomes an exercise in guesswork.

Intuitively, one would think that given that the customer is the prime source of revenue for an organisation, the same effort would be expended to adopt customer satisfaction – related metrics. Unfortunately, for many organisations, this is not the case.

Many companies fail to collect information that measures performance not only at group and branch level but also on critical functions/personnel within the facility. Without this data it becomes extremely difficult to assess performance, take corrective action and ensure that any efforts that are made to improve customer satisfaction achieve the desired result”

JD Powers and Associates
“Enhancing retail level Customer Satisfaction”
May 2003 (complete paper available on request)

Janus CSM is easy to commission and set up, and it is remarkably inexpensive.

Call now for more information:
Judy Cormick - Managing Director Ph 03 377 9973