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Services
Service Delivery Evaluation
Exceptional service delivery is built on a deep understanding of both your customers and your internal operations. Our evaluation services connect the dots between employee engagement and customer satisfaction, providing a holistic view of your organization’s operational health. We systematically assess service touchpoints and workflows to provide clear, actionable insights that enable you to optimize processes and consistently deliver an outstanding customer experience.
Our Key Services Include
Customer Satisfaction Surveys (CSS)
Measure how well products or services meet customer expectations, helping organizations improve client experiences and loyalty.
Employee Satisfaction Surveys (ESS)
Evaluate staff morale, engagement, and workplace satisfaction to inform policies that boost productivity and retention.
Mystery Shopping/Secret Shopper Studies
Use trained evaluators posing as customers to assess service quality, compliance, and overall customer experience.
Service Accessibility and Equity Audits
Examine how easily and fairly different groups can access services, ensuring inclusivity and compliance with equity standards.
Featured Case Studies
Unclaimed Financial Assets Authority (UFAA)
Challenge: UFAA needed to establish a baseline for customer satisfaction in line with their strategic plan.
Solution
We conducted a comprehensive survey including over 400 telephone interviews with customers and in-depth interviews with suppliers and key stakeholders.
Impact
The insights helped UFAA’s leadership create greater public awareness, strengthen stakeholder engagement, and enhance service delivery.
Privatization Commission (PC)
Challenge: The PC sought to understand employee attitudes, motivation, and satisfaction to inform its HR strategy.
Solution
We conducted a mixed-methods study involving an online survey with all staff and in-depth interviews with a sample of employees.
Impact
Our work generated critical insights that enabled the Commission to develop effective HR strategies and enhance staff morale.
Why Lotus for Service Delivery Evaluation?
Lotus provides a 360-degree view of your service delivery ecosystem. We don’t just measure customer satisfaction; we analyze the internal dynamics—from employee morale to workflow efficiency—that drive it, providing a clear roadmap for operational excellence.