banner

Service System Audit

It is a fact that highly satisfied customers drive growth and profitability in service businesses. FENCI Consulting performs independent and periodic audits of companies' customer service systems precisely so as to help them increase customer retention, repeat business and customer referral.

We do this by assessing and monitoring the customer's 'Point of Entry', 'Point of Impact' and 'Point of Exit' in a company's service system so as to help improve their customer service. 

For those of you more familiar with the 'Mystery Shopper' exercise, please note that FENCI does not offer, what we consider to be a imprecise tool to measure customer service. Not to mention the fact that in a small country like Malta, where everyone knows everybody, there is nothing 'mystery' about a 'Mystery Shopper' exercise.

We, therefore, offer our clients something much more powerful: we actually audit in a detailed and systematic manner a company’s service system, breaking it down to the constitutent parts, and recommend practical ways to improve and enhance it.

As far as we know there are a select few who offer this type of innovative service worldwide and we are proud to be the first in Malta. We can do this becuase of the time and money which we constantly invest into research and development. 


Press & Media

  • Strategy, Structure and Systems

    A business needs to constantly re-evaluate and tweak (sometimes even revolutionise) how departments are structured, how people are organised and how systems are aligned. 

    More
  • Talent Wars

    Good talent is hard to find and great talent is even scarcer. The problem doesn't end there: companies need to work extra hard to retain their best talent. 

    More
  • How Strategy can help your business

    The days of detailed and elaborate Strategic Planning are over. In fact, some would argue that Strategy and Planning are a misnomer anyway. 

    More
  • Digital Addiction

    People today, apparently, suffer from: FOMO (fear of missing out), FOBO (fear of being offline) and nomo-phobia (fear of being out of mobile contact). 

    More
  • Career Setbacks

    In today’s day and age, it is becoming increasing ‘normal’ for all managers, even the high fliers, to suffer a career setback. Only the very lucky or the extremely well connected escape this harsh ... 

    More
  • Delegate or Relegate

    It literally is impossible, when in a senior management position, to do everything yourself. You either delegate the task or you effectively relegate it. 

    More
  • Business Bias

    Decisions in business are inevitably loaded with bias. By ‘business bias’ I mean that managers tend to be prejudiced in favour or against one thing usually in a way considered to be unfair or... 

    More
  • The Organisation

    I cringe with embarrassment as I watch Sepp Blatter declare to the rest of world that he wants to clean things up at FIFA, as if he wasn’t the organisation’s president for the past 18-odd years. 

    More