We use our customer service needs assessment to provide our clients with an overview of their current customer service practices and identify strengths as well as areas for improvement.
During the assessment, we’ll thoroughly review your policies, procedures, training program, business processes, and other critical components of operation to determine where the need lies and the best way to address it. Moreover, our assessment is uniquely designed to examine factors and practices that are priorities for the public sector and helps our clients to strategically apply available resources.
Ultimately, a customer service needs assessment can help point you in the right direction to better implement best practices, increase customer satisfaction, build trust in government services, and create more responsive and citizen-focused service operations.
Our focus groups are small, facilitated discussions that are perfect for agencies or municipalities who have identified areas of need but need to further explore the “why” behind the what” to address the problem wholistically. They allow you to gain rich insights into customers’ and employees’ thoughts, feelings, and experiences.
At Turnkey Solutions, we leverage focus groups as a tool to inform the best approach for serving both internal and external customers and to give insight into potential solutions. We also offer the option to facilitate your focus group(s) for you or train your staff to facilitate the focus group(s) themselves.
Our team of expert consultants at Turnkey Solutions take a look at your current policies and SOPs and benchmark them against best practices and industry standards. This allows our clients to get an overall perspective on their operations in the arena of the customer experience (CX) and plan for next steps that will bring them closer to their CX goals.
Once a current state has been assessed and determined, this opens the door to develop and redesign policies and procedures the best align with your objectives, best practices, and industry standards.
At Turnkey Solutions, we utilize our journey mapping services for employees and customers alike to provide you with a bird’s eye view of their experience with your agency or municipality at every interaction and exposure point.
By mapping out the entire experience from initial contact to resolution, we can identify pain points and areas for improvement. This allows us to tailor your services to best meet the needs of your customers leading to a smoother, more efficient experience for everyone involved.
At Turnkey Solutions LLC, we utilize process assessments to help you streamline your operations, enhance productivity and service, strengthen business continuity and knowledge retention, and ensure compliance with regulations. By mapping out and assessing your current processes, we are able to identify redundancies and areas of improvement, and provide actionable recommendations for optimization.
This ultimately enables you to deliver services more effectively, reduce costs, and improve overall performance for the communities you serve.
We work with you to develop and deploy survey questions to your customers, citizens, and/or employees. Our surveys are designed to be brief but effective, promoting engagement and helping you to reach a broad audience to obtain the data you need to identify areas of high need and to make data-based decisions. Our surveys can be deployed using our own platform or your organization’s native survey platform.
How ready or capable is your technology to help your agency or municipality reach your customer experience objectives? Are you fully utilizing the range of capabilities available to provide an excellent customer experience?
Our technology assessments are aimed at evaluating the capacity of your native systems to fully support your provided services, streamline operations, enhance service delivery, and empower your workforce. We also consider your existing physical and technological infrastructure to ensure successful adoptions of any recommended solutions. By identifying both technological strengths and gaps, we equip you with a clear roadmap to maximize your technology’s capabilities and achieve your organization’s goals.
With a website assessment, our staff can comprehensively evaluate your municipality’s or agency’s online presence and how well it caters to an excellent customer experience. From content clarity to navigation to accessibility, our review is aimed at making sure it’s easy for your users and website visitors to find what they need. By identifying obstacles in the online user experience (UX), we can create a plan to make your website a user-friendly space that attracts and serves your community and target audience(s).