What changes or improvements are most important for your organization? What is the financial value to be gained from making these improvements? What are the costs associated with maintaining the status quo?

We use this essential information to customize the exercises and fine-tune the facilitation in UP Your Service! College courses. This leads to new action that creates the value you and your customers require.

Measuring your Return on Investment may include:

Customer Loyalty

• Repeat purchases
• Frequency of purchases
• Size and share of purchases
• Purchase of premium products and services
• Intention to promote or recommend
• Actual recommendations
• Advocate and ambassador behaviors
• Lost and recovered customers
• Investments in retaining customers
• Constructive feedback and recommendations

Customer Satisfaction

• Number of compliments
• Number of complaints
• Ratio of compliments to complaints
• Satisfactory resolution of problems
• Level of importance of key attributes
• Level of satisfaction with key attributes
• Perceived improvement of key attributes
• Comparison and preference vs. competition

Service Performance

• Key performance indicators: external service
• Key performance indicators: internal service
• Percentage and rate of improvement
• Number of incidents, errors and escalations

Employee Engagement

• Staff attitudes
• Staff behaviors
• Staff suggestions
• Work-life balance
• Absenteeism and turnover
• Teamwork and innovation 

You can achieve the Return on Investment you need by articulating your primary goals and aligning them with the customization and deployment of UP Your Service! College.