Customer Results
Please choose a statement:
27. We know who our customers are and understand their needs and expectations.
28. We have identified indicators to help us measure how well we are meeting customer needs and expectations.
29. We have a range of methods to collect information from and about our customers.
30. We use this information to systematically improve the way we work.
31. We communicate key information and our improvements to appropriate stakeholders.
We know who our customers are and understand their needs and expectations.
Suggested Evidence
- We know who our customers are and understand their needs and expectations
- We have identified indicators to help us measure how well we are meeting customer needs and expectations
- We have a range of methods to collect information from and about our customers
- We use the information collected to systematically improve
- We communicate key information and our improvements to appropriate stakeholders
Example
SOFA Project identified several improvements to make to their systems for collecting customer results using C3Perform. These were listed in an action plan. They then attended a C3 Performance Improvement Working Group entitled “How to understand the needs of your customers”. The two sessions on this subject were designed to help organisations implement improvements. The session set out a step by step approach to identify and profile customers, identify information to collect and identify methods by which to collect it. The course helped SOFA Project to implement some successful improvements. These included a customer survey and a donor survey. One key learning outcome was the need to improve after-sales service on electrical goods. In addition, SOFA Project now uses a sophisticated electronic till to store and create reports on customers’ buying trends. This gives data on the number of items sold per week, average price of items, average expenditure per client, average number of items bought etc. This has enabled the organisation to significantly improve performance, by concentrating its retailing efforts on the range of goods most wanted by its customers.
| Tips for advisors: A workshop or additional one-to-one support using materials from the PIWG mentioned (available on this website) can help organisations to take a more in depth and systematic review of customer information that will help improve performance. Tips for funders: Many organisations only focus on collecting information from customers to report to funders. However, it is important to note that encouraging organisations to collect information from customers can help to improve the quality and impact of the products /services offered. |
We have identified indicators to help us measure how well we are meeting customer needs and expectations.
Suggested Evidence
- We know who our customers are and understand their needs and expectations
- We have identified indicators to help us measure how well we are meeting customer needs and expectations
- We have a range of methods to collect information from and about our customers
- We use the information collected to systematically improve
- We communicate key information and our improvements to appropriate stakeholders
Example
SOFA Project identified several improvements to make to their systems for collecting customer results using C3Perform. These were listed in an action plan. They then attended a Performance Improvement Working Group entitled “How to understand the needs of your customers”. The two sessions on this subject were designed to help organisations implement improvements. The session set out a step by step approach to identify and profile customers, identify information to collect and identify methods by which to collect it. The course helped SOFA Project to implement some successful improvements. These included a customer survey and a donor survey. One key learning outcome was the need to improve after-sales service on electrical goods. In addition, SOFA Project now uses a sophisticated electronic till to store and create reports on customers’ buying trends.This gives data on the number of items sold per week, average price of items, average expenditure per client, average number of items bought etc. This has enabled the organisation to significantly improve performance, by concentrating its retailing efforts on the range of goods most wanted by its customers.
| Tips for advisors: A workshop or additional one-to-one support using materials from the PIWG mentioned (available on this website) can help organisations to take a more in depth and systematic review of customer information that will help improve performance. Tips for funders: Many organisations only focus on collecting information from customers to report to funders. However, it is important to note that encouraging organisations to collect information from customers can help to improve the quality and impact of the products /services offered. |
We have a range of methods to collect information from and about our customers.
Suggested Evidence
- We know who our customers are and understand their needs and expectations
- We have identified indicators to help us measure how well we are meeting customer needs and expectations
- We have a range of methods to collect information from and about our customers
- We use the information collected to systematically improve
- We communicate key information and our improvements to appropriate stakeholders
Example
SOFA Project identified several improvements to make to their systems for collecting customer results using C3Perform. These were listed in an action plan. They then attended a Performance Improvement Working Group entitled “How to understand the needs of your customers”. The two sessions on this subject were designed to help organisations implement improvements. The session set out a step by step approach to identify and profile customers, identify information to collect and identify methods by which to collect it. The course helped SOFA Project to implement some successful improvements. These included a customer survey and a donor survey. One key learning outcome was the need to improve after-sales service on electrical goods. In addition, SOFA Project now uses a sophisticated electronic till to store and create reports on customers’ buying trends.This gives data on the number of items sold per week, average price of items, average expenditure per client, average number of items bought etc. This has enabled the organisation to significantly improve performance, by concentrating its retailing efforts on the range of goods most wanted by its customers.
| Tips for advisors: A workshop or additional one-to-one support using materials from the PIWG mentioned (available on this website) can help organisations to take a more in depth and systematic review of customer information that will help improve performance. Tips for funders: Many organisations only focus on collecting information from customers to report to funders. However, it is important to note that encouraging organisations to collect information from customers can help to improve the quality and impact of the products /services offered. |
We use this information to systematically improve the way we work.
Suggested Evidence
- We know who our customers are and understand their needs and expectations
- We have identified indicators to help us measure how well we are meeting customer needs and expectations
- We have a range of methods to collect information from and about our customers
- We use the information collected to systematically improve
- We communicate key information and our improvements to appropriate stakeholders
Example
SOFA Project identified several improvements to make to their systems for collecting customer results using C3Perform. These were listed in an action plan. They then attended a Performance Improvement Working Group entitled “How to understand the needs of your customers”. The two sessions on this subject were designed to help organisations implement improvements. The session set out a step by step approach to identify and profile customers, identify information to collect and identify methods by which to collect it. The course helped SOFA Project to implement some successful improvements. These included a customer survey and a donor survey. One key learning outcome was the need to improve after-sales service on electrical goods. In addition, SOFA Project now uses a sophisticated electronic till to store and create reports on customers’ buying trends.This gives data on the number of items sold per week, average price of items, average expenditure per client, average number of items bought etc. This has enabled the organisation to significantly improve performance, by concentrating its retailing efforts on the range of goods most wanted by its customers.
| Tips for advisors: A workshop or additional one-to-one support using materials from the PIWG mentioned (available on this website) can help organisations to take a more in depth and systematic review of customer information that will help improve performance. Tips for funders: Many organisations only focus on collecting information from customers to report to funders. However, it is important to note that encouraging organisations to collect information from customers can help to improve the quality and impact of the products /services offered. |
We communicate key information and our improvements to appropriate stakeholders.
Suggested Evidence
- We know who our customers are and understand their needs and expectations
- We have identified indicators to help us measure how well we are meeting customer needs and expectations
- We have a range of methods to collect information from and about our customers
- We use the information collected to systematically improve
- We communicate key information and our improvements to appropriate stakeholders
Example
SOFA Project identified several improvements to make to their systems for collecting customer results using C3Perform. These were listed in an action plan. They then attended a Performance Improvement Working Group entitled “How to understand the needs of your customers”. The two sessions on this subject were designed to help organisations implement improvements. The session set out a step by step approach to identify and profile customers, identify information to collect and identify methods by which to collect it. The course helped SOFA Project to implement some successful improvements. These included a customer survey and a donor survey. One key learning outcome was the need to improve after-sales service on electrical goods. In addition, SOFA Project now uses a sophisticated electronic till to store and create reports on customers’ buying trends.This gives data on the number of items sold per week, average price of items, average expenditure per client, average number of items bought etc. This has enabled the organisation to significantly improve performance, by concentrating its retailing efforts on the range of goods most wanted by its customers.
| Tips for advisors: A workshop or additional one-to-one support using materials from the PIWG mentioned (available on this website) can help organisations to take a more in depth and systematic review of customer information that will help improve performance. Tips for funders: Many organisations only focus on collecting information from customers to report to funders. However, it is important to note that encouraging organisations to collect information from customers can help to improve the quality and impact of the products /services offered. |