Benchmark-CPS

are your customers engaged? are they advocates of your brand in the market-place? or has your customer service left them underwhelmed? you could ask them. but, in reality, if they were the sort to complain you would probably have heard from them by now! in his article the marketing imagination, theodore levitt says, “one of the surest signs of a bad or declining relationship is the absence of complaints from the customer. the customer is either not being candid or not being contacted. probably both. communication is impaired. the absence of candour reflects the decline of trust, the deterioration of the relationship.” what can be done to change this? the simple answer is, listen! to really get them engaged you need to give them the opportunity to have their say. at the same time is there a way that this whole process can be depersonalised? and managed? if the results could be tabulated and given to you in a report complete with a meaningful benchmark® rating that places the performance