One of the world's largest golf management companies — with over 15,000 employees and more than 300 courses worldwide — asked us to assist them with an initiative to measure customer satisfaction as the first step to increasing customer service quality.
A multi-prong approach to surveying various Touch Points throughout the customer experience and organization was developed. The range of measurements for all phases of the program was jointly agreed upon with the client, in advance, and included:
Companywide scores increased to 90 out of 100 from the average benchmark scores of 50, across all locations and all points of customer interaction—in just three months.
Because our ratings came with actionable recommendations for improvements that could be implemented immediately—a key differentiator between our services and those of other firms that offer only raw data—the client was able to implement specific improvements in a short time.
Our customer interaction management consultation then assisted them with day-to-day changes in training, management and operational activities. Mercantile Systems worked with this client for over 10 years and during this time scores were maintained in the 90th percentile.
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