Accredited institutions and companies rely on the quality of service monitoring tools of Spectos.
To provide you with proven and reliable services Spectos is regularly certified and audited according to
ISO 9001:2008, EN 13850, EN 14534.
Regarding the customers perspective we respect the ESOMAR guidelines for market research and panel management.
Spectos tools are based on five elements which represent the customer’s point of view and hence our perspective on Quality of Service:
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1. The customer defines quality!
If your customers are happy, you will be too! Quality of Service can be perceived very differently depending on the products and services in question – at the end of the day it’s always the customer who decides what quality is and what it isn’t.
We believe quality can’t be generated from books, departments or formalities, but as part of day-to-day business with the customer.
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2. KPIs based on the voice of the customer!
A measurement is never the reality. Measurements, figures and reports come close; however they represent only a restricted image of the reality out there.
That’s why we believe that focusing on the voice of the customer, results in the most relevant KPIs. Reliable performance indicators on the customer’s perception of quality will encourage your employees to focus more than ever on quality of service.
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3. Capture data as it happens!
We believe that any data concerning your products and services should be captured at the point of interaction with the customer.
Our goal is to encourage the customers to make their voices heard. We then turn these responses into assured, relevant and objective reports, helping you to make better decisions with the customer’s needs at mind.
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4. Coherent and visually appealing reports!
Reports should be coherent and pleasing to the eye– at least it shouldn’t be punishing. Dozens of reports are of no use to anyone, if the person who created them is the only one who can understand them.
We believe customer feedback and quality of service reports should be visually appealing, easy to understand and accessible to everyone in the company.
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5. Do nothing but leave nothing undone!
Quality of service monitoring should ultimately lead to better decisions, making better business.
We can’t manage the quality of your business but we can point you in the right direction and help you focus on getting things done!
More Services
Consulting
Supporting you to make quality more productive.
Digitization
Outsource data capturing to improve productivity and service quality.
Quality Works Blog
Learn more about Spectos, our Customers and Projects, our Team, Expertise and Experiences with Quality Monitoring in our Quality Works Blog.
