Service Climate

Your customers experience your organization's service delivery, and judge the level of excellence you provide. But only your employees know why your customers are served the way they are, and how your organization's service climate promotes or inhibits a superior customer experience.

That's where Valtera provides you with unique a competitive advantage.

Our organizational scientists and consultants are recognized experts on service climate. Based on years of practical and scientific research, we know what to measure and how to ask the right questions. Valtera's proprietary service climate measures tap the critical dimensions of service climate, including leadership factors, managerial and communication processes, resource availability and the ways the organization promotes service excellence.

And we have the evidence to show that service climate matters. Companies with high levels of service quality have a distinct competitive advantage through differentiation in the marketplace. Differentiation follows from excellent service delivery — and there is clear evidence that superior service quality translates into profits.

We gather the necessary data by administering our proprietary service climate measures to your employees. We analyze the results and provide clear and actionable feedback about where your organization stands in the competitive world and what can be done to improve your organization's service climate. We provide this service in a cost effective manner that easily fits into your ongoing metrics and scorecarding efforts.

Customer Satisfaction Surveys

Customer satisfaction is critical to any organization. Truly satisfied customers are more loyal, permitting your organization to grow its customer base and be more profitable.

Valtera's customer surveys assess both customer expectation and ratings of performance related to quality, availability, ease of doing business, price and value as well as competitive alternatives.

Valtera's customer surveys are designed to garner those attitudes that have the greatest impact on business outcomes, including repurchase intentions, recommendations, etc.

Customer surveys can be conducted separately or in tandem with employee surveys. Integrated surveys offer an opportunity to directly link the attitudes and perceptions of an organization's customers to those of its employees. Valtera also conducts analyses on data collected by independent employee customer surveys not originally intended for integration.