If you are like the majority of organizations, you may not have your finger on the pulse of your customers, whether internal or external, due to heavy reliance on ad hoc, annual or semi-annual surveys.
Unfortunately, while expensive in time and money, these do not give you real time information on your customers changing needs, expectations and on-going ratings of your products and service delivery. Inevitably, in a dynamic and volatile environment, this results in poor decision-making that may lead to even lower levels of service quality and customer satisfaction.
Moreover, you are missing opportunities for greater innovation and efficacy due to little or no stakeholder engagement to help resolve critical issues.