Customer Experience

Evaluation and Improvement of Your Customers' Experience

So, what do your customers expect from you? How are you doing meeting their expectations?

First, we measure your organization’s customer service performance. The results can be revealing and often expose gaps that are affecting your company’s positive attributes.

Next, we make recommendations to your executive team to create more customer advocates for your company. It can be as simple as revising processes, updating job responsibilities, improving manager-employee dialog, or providing employees with achievable realistic goals that will boost overall success.

Our survey technology and expertise, developed over thirty years, now includes Net Promoter Score (NPS). The score is the percentage of customers rating their likelihood to recommend a company, a product, or service to a friend or colleague as 9 or 10 (“promoters”) minus the percentage rating below 6 (“detractors”) on a scale from 0 to 10. the broadly-used management tool’s result correlates with revenue growth relative to competitors.

“Net Promoter, NPS, and NPS-related emoticons are registered U.S. trademarks, and Need Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.”

We invite you to follow this link for more information about the Evaluation and Improvement of Customers’ Experience.

Here’s what our clients say:

Yes, contact me with more information about Evaluation and Improvement of Customers' Experience!

AT&T WirelessRegional Vice President (Retired), Network Operations
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"They are masters in...customer satisfaction management."

It was my pleasure to work with JFA in senior operations for over thirty years at AT&T, AT&T Wireless, and Fujitsu Network Communications. JFA has a unique and highly effective toolbox that never fails to enhance the performance of senior management teams. In addition, they are masters in the areas of customer satisfaction measurement and management. Jim Finley leads a team of honest hard-working professionals that never failed to exceed expectations in my long experience with them.
Global Consulting FirmManaging Director
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"The reporting...allowed us to drive client retention to higher levels."

JFA Consulting was invaluable in assisting us in designing a survey tool and collection feedback from our clients. The reporting and trend analysis provide us with leading indicators which allowed us to drive client retention to higher levels.
O'Neal ConsultingPresident
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"JFA takes the time to understand your business drivers."

JFA takes the time to understand your business drivers, and knows how to elicit relevant responses from customers. Then, they turn those responses into actionable items that help a company to improve its bottom-line.
BSM FinancialExecutive Vice President
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"Working with JFA has taken our customer relationships to the next level!"

Now more than ever, the key to longevity is exceeding customer expectations. JFA has assisted us in our efforts to exceed expectations by providing our customers a forum for maintaining anonymity while providing honest opinions on areas that need improvement. Our partnership with JFA has also enabled us to increase our sale force effectiveness and improve marketing strategies through objective feedback and research-based insight.