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Customer Satisfaction

Customer satisfaction is recognised as a key factor in any sustainable profit improvement programme, providing increased repeat business, with improved procurement routes. Brockfield Solutions has developed an integrated programme to help clients develop and maintain the most effective relationship with their customer base. We call it Customer Focus®.

Customer Focus® is a structured programme involving:

• Planning the programme - we meet with you to agree what you want to achieve from the programme, the timescale and reporting methods. In addition, we conduct a Client Profile Questionnaire which enables us to capture the key information about your business and your customer base. We would also request that a Programme Team be established made up of the key executives who will be involved in the project.
• Managers' knowledge & expertise - we conduct a series of structured, in-depth, face-to-face interviews with the your firm's key executives to capture their knowledge and opinions of the firm's customer base and the business environment facing the firm.
• Primary research with customers - to obtain an up-to-date and objective analysis of customers' attitudes and perceptions we will conduct a primary research study. The specific details will vary dependent on the nature of the client's customer base, availability of current, pertinent information, etc, but normally we expect to conduct direct interviews with decision makers in the customer organisations.
• Analysis - we will provide you with a full written report which covers the research stages of the programme to be circulated to the Programme Team.
• Having established from your customers where they perceive your delivery process to be strong or weak we can work with your executives to agree what strategic response the business wants to take. This will be consolidated in a written report setting out our recommendations for improving the customer experience and strengthening the customer relationship with quantified benefits for Board consideration and approval.
• Based on Board approval we will develop an implementation plan with your Programme Team and Senior Managers designed to deliver the quantified benefits, deal with questions and resistance by awareness training and to set out an Action Plan for implementation, including What, by Whom and by When.
• Online support - we will provide you with 3 months e-mail and telephone support following the completion of the study.

What's the value to you?

• Current, objective and up-to-date review of your customers' perceptions of your performance.
• Emotionally detached analysis of your firm's strengths & weaknesses from your customers' point of view.
• Our Recommendations for Action are based on the data gathered and our wide experience of interpreting Customer Satisfaction Survey results for many clients in the past (e.g. BT/Unisys, Capita Group, National Trust Wales, Haden Young Ltd. and many more).
• Often we discover that your customers are very satisfied with your delivery process and there is no need to make any fundamental changes in how you operate, in this case Customer Focus provides you with the Peace of Mind of knowing that your strategy is on the right track.
• However it may highlight discrete areas where manageable change could bring significant benefit to your reputation and standing within their perception, leading to more repeat business on improved terms.
• Whatever the outcome, you will have a clear view of what to do next, based on rigorous, current analysis and interpretation of an independent review of your customers' attitudes and perceptions.