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| "Audit
- Benchmarking" |
| Mission
Benchmarking |
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While users
are sometimes satisfied by on-line services, relatively
few of
them say they are satisfied with their treatment by email
or by phone,
especially when it comes to call centres. That’s
why Scopeo offers a range of harmonious services focused
on one or
more medium to improve your management of customer relations
from a distance
and to improve:
1. Website Benchmarking
2. E-mail Benchmarking
3. Telephone Benchmarking
Scopeo benchmarking is an evaluation of how your distance
customer relations
policy works, setting out the strengths and weaknesses
of the relationship,
and comparing it to that of your competitors. Together
with the survey, the
results will determine an action plan designed to improve
the quality of
your service. |
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Website Benchmarking |
Not all users
say they are satisfied with on-line information and/or
services. Some of the most frequent criticisms volunteered
by users are as follows: lack of sufficient information,
lack of clear guidance on the website, absence of a clear
index or website map, infrequent updates, graphic designs
which are too aggressive or too dull, purchases taken
lightly, ineffectivelinks etc.
Where is your Website at? Scopeo can help you take stock
of the problems with your website and reccomend measures
which would improve the quality of your customer service.
Scopeo will establish a precise and thorough evaluation
tool for your website, taking into account its main uses
and objectives: ergonomics, graphic layout, architecture,
sales proposals, visibility, traffic, as well as the legal
and financial aspects.All necessary parameters are taken
into account.
They are studied by analysts, who are specialists in your
industry, in order to bring out the strengths and weaknesses
of your website. Thanks to Scopeo technology, a large
mass of data can be studied, and your competitors’
websites will receive the same scrutiny.We can therefore
make an objective comparison of your website’s performance
within its own competitive field.
The field is made up of 3, 5, or 10 competitors and will
set out current trends in your market. Your position is
given an overall evaluation, before being divided and
analysed according to specific criteria. An example of
a service included in the ScopEo Auditing Deal is Industry
benchmarking.Since we would never compare a chain store
website a local government or an insurance company one,
our benchmarks and analyses are naturally divided according
to industry. banking, insurance, real estate, chain stores,
car industry, energy,chemistry, advertising, leisure,
tourism, transport, public service, health, others sectors.
One industry group may include primary and tertiary sector
industries whichhave the same main activity, depending
the type of economic activity being considered.
The analysis is thereby focused on the specific demands
of your industry.
Example of an option: «personal strategy»
benchmarking.
This option enables you to bring your strategic priorities
to the heart of the analytical process using the ScopEo®
algorithm. |
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E-mail benchmarking |
Scopeo will establish a precise and thorough
evaluation tool for your
distance relations by email.
Your competitors' email relations as well as
those of local government or
administrative websites will receive the same
scrutiny.
Most users are dissatisfied with the
treatment their correspondence receives
via email. At fault are: lack of or tardy
response, imprecise information
given , or worse, automatic impersonal
replies.
Scopeo can help you take stock of the
problems with your communication
policy and recommend measures to improve the
quality of your customer
service. |
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Telephone benchmarking |
Scopeo will establish a precise and thorough
evaluation tool for your
distance telephone relations.
Your competitors' call centres as well as
those of local government or
administrative websites will receive the same
scrutiny.
Most users are dissatisfied with the call
centres they encounter. At fault
are: extended waiting periods on hold,
complex voice mail messages, absence
and anonymity. Any one of these errors can
make customers irate and cause
them to prefer one of your competitors
Scopeo can help you take stock of the
problems with your telephone policy
and recommend rapid responses to improve the
quality of your customer
service. |
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| An
Internet strategy advisor,
SCOPEO Audit is helping companies put their customers'
needs first by creating finetuned web strategies designed
to give them a competitive edge. |
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