Service Quality

Improving Customer Experience

Improving Customer Experience

Innovator was approached to help increase customer satisfaction and increase front-line staff effectiveness and efficiency. We designed a 360 experience mapping exercise including a member survey, customer interviews, mystery shopping, staff interviews, time and motion studies, and a all hands Customer Experience Mapping workshop. Our recommendations led to a 75% reduction in customer complaints and an increase in per-customer spend.

Singapore, 2016

Value Proposition Revamp

Value Proposition Revamp

We were tasked to help an NGO re-vitalize its vision and value proposition, and align key stakeholders behind it. Our team was able to uncover a number of projects and activities that were currently being ran as pet projects, consuming resources from the organization without contributing towards what the shared vision and objectives of its team were. We provided suggestions for an improved vision formulation, organizational structure, project priorities and measurable performance indicators to keep track on success.