Service is emotional.
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With that philosophy in mind, the challenge becomes objectifying and quantifying those emotions into accessible, relevant, and useful information that can be actioned.
We're not form fillers, box checkers, or data dumpers. Our goal is to deliver on our mission, everyday. We make measuring the customer experience accessible, relevant, and useful.
And it means...
asking and surveying customers in the most creative, entertaining, and innovative ways to discover what satisfaction means to them.
Not a generic 'scorecard' that says 7.5 out of 10.
Customers tell us they feel appreciated. Sometimes even attached.
Customers tell us they feel frustrated. Sometimes even furious.
You need to know why - which is where we come in.
implementing a robust quality assurance & inspection program that tells you it takes 12 minutes to receive an entree.
Not a vague 'mystery shopping' report that says service is quick and efficient.
It also means...
managing your online reputation to discover the sentiment behind the vast pool of posts, reviews, and tweets.
Not just maintaining a social media account with the occasional update.
Above all, it means...
making our services work better for our clients so they can spend time on the stuff they're good at. Like running hotels, selling clothes, crafting cocktails, flying planes - or whatever it is that you're good at.