10 steps to improve the Customer Satisfaction in your business 

  1. Customer Journey : Finding out what's wrong ...
    • Mystery Shopping in all Branches
    • Customer Surveys through individual interviews, mail, Social Media, sms and Call Center
    • Social Media Polls to general Public
    • Surveys & interviews with employees

  2. Analysis : What's making us less appreciated today ...
    • Reporting of measurements using easy to use BI-Tools
    • Analysis with management
    • Meetings with frontliners
    • Defining weak performances of organization, services and products.

  3. Strategic Plan : How are we going to deal with this ...
    • Main improvement strategy
    • Continuous feedback throughout entire organization
    • Setting general goals and roadmap

  4. Detailed deployment plan : Who, What, When, Where, How ...
    • Assessments per branch/department
    • Priorities and action list per branche/department
    • Detailed implementation plan
    • Local resources & business case
    • Sending out RFP's

  5. Approval : Validation and "Go" for the Project
    • Validation general business case
    • Approval implementation plan
    • Confirmation roadmap

  6. Communication : Let the world know you want to improve ...
    • Total (top/down) company communication about customer experience project
    • Communication through Social Media to customers and fans

  7. Preparation : A good plan is the best start ...
    • Detailed Guidelines
    • Training the project coaches
    • Preparing the Project Tools
    • Setting up the e-learning platform
    • Setting up the project Dashboards and audit tools

  8. Deployment : Getting things done ...
    • Roadmap per branch/department
    • Implementation with local Staff and project coaches
    • Filling in checklists, keeping scores in dashboards, using e-learning tools
    • Starting all project tools

  9. Measure : How are we doing ...
    • Mystery shopping
    • Intermediate audits 
    • Monitoring dashboards

  10. Wrap Up : Did we achieve our goals ...
    • Final result reports
    • Meeting with Management
    • Offer for customer experience maintenance plan.


Start 2 Consult has done projects in Automotive, Hotel and IT Sector.