About Us
Enigma QPM aims
We define Quality of Service in terms of a business building a reputation over time by providing client perceived value. Clearly this value is indicated by a client’s continued willingness to pay for the service in a commercial context.
Our opinion of customer satisfaction surveys
We believe that customer satisfaction surveys often don’t add value, but can frustrate customers and waste their time, typically asking the wrong questions. We believe that customer satisfaction feedback is a natural outcome of a process and needs to be captured and measured by the business responsible for providing it. The business should not need to inconvenience the customer to achieve this. The TopComm measurement structure and related complaint management activities provide a base from which to manage this type of proactive client feedback.
In addition to working with major telecommunications providers, we have also worked with a range of SMEs in most business sectors, including:
Enigma QPM aims
- To be led by client requirements at all times.
- To improve service to both our clients and their customers.
- To build client trust in order to provide help and support of real value.
- To achieve this through developing a detailed understanding of relationships.
We define Quality of Service in terms of a business building a reputation over time by providing client perceived value. Clearly this value is indicated by a client’s continued willingness to pay for the service in a commercial context.
Our opinion of customer satisfaction surveys
We believe that customer satisfaction surveys often don’t add value, but can frustrate customers and waste their time, typically asking the wrong questions. We believe that customer satisfaction feedback is a natural outcome of a process and needs to be captured and measured by the business responsible for providing it. The business should not need to inconvenience the customer to achieve this. The TopComm measurement structure and related complaint management activities provide a base from which to manage this type of proactive client feedback.
In addition to working with major telecommunications providers, we have also worked with a range of SMEs in most business sectors, including:
- Architects;
- Designers;
- Security Industry;
- Building Services;
- Surveyors;
- Construction;
- Surveyors;
- Distributors;
- Manufacturers;
- Engineering;
- Consultancy