"Our campus-wide customer service needs improvement."
A true story about a call we received from the head of student services ...
The head of student services was beginning to see indications that his college was not living up to its aspiration to provide a high level of service to current students. He wanted to acquire data to either confirm or dismiss his suspicions. That's when he called Longmire and Company looking for ideas.
Our Service Quality Management (SQM) product was just what he was looking for.
SQM enabled him to gather opinions and ratings from current (and prospective!) students about the institution’s service performance across a wide variety of brand touch points on campus. The resulting data confirmed his suspicions but he was able to make an objective case for the changes needing to be made in a variety of areas on campus. SQM also enabled him to set specific service performance metrics that will be measured annually.