FREEMANGROUP EUROPE MEASUREMENT

FreemanGroup's Measurement System is based upon a pre-agreed checklist of standards, which is completed anonymously by a trained Analyst. During an overnight stay, the Analyst will assess service levels. The resulting inspection report highlights the Analyst's experience and includes a detailed narrative as well as the Analyst's comments next to each item within the report. The entire system is a web-based application that allows access to data within 24 hours of checkout via the Internet and affords multiple reporting options.

We know that no two companies are alike and we will work with you to create your own customized check list of standards for whatever type of business you are in, be it hotels, restaurants, airlines, casinos and even retail.

The strength of the FreemanGroup Measurement reporting system is your ability to target and track your team's improvements and also to ensure that each and every interaction is judged by trained professional Analysts.

What Do Your Customers Think of Your Service?

One lesson that all businesses are learning in this current climate is the importance of what your customers think of your service. It has been said in good times that all customers are more tolerant of poor service and may well give a business a second chance, this is no longer true.

If your customers leave unhappy, not only will they not return, they will recommend to their friends NOT to use your company and, in some cases, place their comments on websites such as Twitter and TripAdvisor (we used to say an unhappy customer told 12 people and now that number is nearer 45).

We have the answer...FreemanGroup working in partnership to improve your business.

FreemanGroup Measurement ensures a commitment to develop and assimilate your data in the best possible way for each individual project. The objective is to provide you with the most comprehensive data, delivered with the highest integrity and in a timely manner. You can then take the guesswork out of your service investment and collect factual data from all available sources in an integrated fashion.

How can we improve your business?

FreemanGroup Measurement offers you a unique insight into your business and more importantly what customers think of your service.

How is this done?

Initially we assess the data that you have already collected (if any), then we discuss with you different ways to use data gathering for your business. Finally, we customize a measurement system that best suits your needs. Following are some options to utilize in order to gain the best possible insight into your business:

A: Employee Feedback - a variety of methods are available to you - from paper surveys to our portable data capture units. As a business manager this helps you to understand what your employees think and how they feel about your organization. It would be a real problem if you were unaware that you had an unhappy employee who made sure that you had unhappy customers.

B: Customer Feedback - Understand how their interactions with your employees went, did they like your service, products, does your price match their quality expectations.

C: Targeted Quality Inspections - Ensure that the data trends from your customer feedback are on target while at the same time getting a trained analyst's perspective on their overall experience.

Once all of this data has been collected, a service review of your business is conducted resulting in a Traffic Light Report. This report includes any gaps in service; for example any standard which was rated as "poor" on your both your Customer Feedback and your Quality Inspection Reports would be included, allowing you to retrain or assess if your service levels need to be adjusted. The Traffic Light Report is a tool you can use to review and/or change your service levels in order to retain your customer base.

The NEWEST addition to our Data Capture Technology is

Touch Technology Fast. Easy. Convenient.

• Today's fast-paced market environment is in need of customer insights on the spot.
• Touch screen technology aided survey research is recognised as the fastest and most direct data collection methodology on the market today.
• Touch screen surveys excel with their directness and ease of use.
• You can capture data that is fresh, unbiased, and right where your target respondents visit, relax, work or participate.
• That data is compiled in  real-time, so you can use it now.
• Scientific studies have shown that the reliability of self-administered survey research is equal to or even higher than the reliability of face-to-face interviews.

 
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