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

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