Interpro
Multi Réso has been helping Quebec businesses and organizations evaluate and improve customer service for more than 25 years. It has developed its expertise using quantitative and qualitative studies to determine the specific elements that will lead to effective improvement.
Multi Réso uses a specific methodology to conduct evaluations of professional services:
- Telephone interviews with clients of the organization.
- Quantitative and qualitative evaluation of all important dimensions of service.
- A wealth of informative materials to supply professionals with tools that will help them improve their interventions.
- In this personalized approach to interview and evaluation, the professional providing the service is identified, in accordance to the mandate.
- Interviews are conducted continuously, shortly after delivery of the service.
- Satisfaction scores are quantitatively tracked for each dimension. Qualitative content includes detailed quotes from clients. These approaches are used to identify areas that require improvement and areas with high satisfaction scores.
- In addition to evaluation, this approach allows clients of the organization to witness how their needs are being attended to; this in turn impacts on their satisfaction
