How are you performing in relation to the competition?
At Bright, we know exactly which key performance indicators you should be measuring, monitoring and comparing. And with over 10 years’ experience and hundreds of thousands of surveys under our belt, we’re proud to say we know the business inside out. Our key performance indicators are directly linked to customer contact – regardless of the channel being used. How much does it cost each time you have contact with your customer? Can your employees resolve the customer’s enquiry during the initial contact? How long does the customer have to wait before receiving an answer? These are examples of customer service events for which we have devised key performance indicators.
All data linked to your company’s key performance indicators is pooled through the KPI module’s exclusively web-based tool, meaning you avoid potentially complex integration with your existing IT systems. Measuring and monitoring the most important indicators at the moment of customer contact allows you to gain a factual assessment of your performance. Your key performance indicators are then benchmarked against companies both within and outside of your industry sector, providing an assessment of your company’s performance in relation to external factors. Just like our other modules, the KPI module forms part of the Bright Navigator suite. Using Bright Navigator, you can compile your own key performance indicators and analyse them in relation to both customer and employee satisfaction surveys. This provides a comprehensive overview of your company’s performance in relation to the feedback provided by your customers and employees.
Our customers agree on the following benefits: more efficient reporting, fewer systems to maintain, and minimal investment in relation to the potential for improvement identified.