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Quest
To ascertain changing customer needs, and to increase customer loyalty, SSA has developed QUEST®, a comprehensive customer need identification package complete with:
- Systematically captures customer touchpoint needs through a survey process
- Translates customer needs into product/service features
- Identifies improvement initiatives based on customer voice
Objective
- To identify critical to customer (CTC) requirements at all the touch-points with the customer
- Identify improvement initiatives to achieve customer loyalty
Target audience
Customers and business process owners
Consulting Process
| Identification & Segmentation of customers |
Interview & collection of touch-pointwise CTC's |
Gap analysis of meeting the needs of the customers |
Identification of improvement opportunities |
Deliverables
- CTCs at customer touch-points
- List of improvement projects
Benefits
- Greater customer focus in the organization
- Alignment of processes to meet the expectations of the customer
- Identification of potential improvement initiatives
- Identification of features and specifications of new products before development
Timeframe
- 3 months
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Schedule a Meeting
Mamatha Adhikari
Head Business Development
Email: marketing@ssa-solutions.com
Phone: +91 22 2568 5494
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