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Measurement Services

FREEMANGROUP Measurement

FreemanGroup's Measurement System is based upon a pre-agreed checklist of standards, which is completed anonymously by a trained Analyst. During an overnight stay, the Analyst will assess service levels. The resulting inspection report highlights the Analyst's experience and includes a detailed narrative as well as the Analyst's comments next to each item within the report. The entire system is a web-based application that allows access to data within 24 hours of checkout via the Internet and affords multiple reporting options.

We know that no two companies are alike and we will work with you to create your own customized check list of standards for whatever type of business you are in, be it hotels, restaurants, airlines, casinos and even retail.

The strength of the FreemanGroup Measurement reporting system is your ability to target and track your team's improvements and also to ensure that each and every interaction is judged by trained professional Analysts.

What Do Your Customers Think of Your Service?

MeasurementOne lesson that all businesses are learning in this current climate is the importance of what your customers think of your service. It has been said in good times that all customers are more tolerant of poor service and may well give a business a second chance, this is no longer true.

If your customers leave unhappy, not only will they not return, they will recommend to their friends NOT to use your company and, in some cases, place their comments on websites such as Twitter and TripAdvisor (we used to say an unhappy customer told 12 people and now that number is nearer 45).

What Service Levels are Your Competitors Providing?

In this challenging and fast-moving marketplace we are often asked, "how can I find out what service levels my competitors are providing?" At FreemanGroup, we have a way to tell you just that. By using your own pre-agreed Quality Inspection standards to inspect your competitive set, we can provide you a Service Comparison Report. Properties using this service find it a very valuable sales and training tool to attain the competitive service advantage within their market set. These inspections are conducted within the same timeframe as your own FreemanGroup Quality Inspections, giving like-for-like data and representing a cost savings of additional expenses.

We have the answer...FreemanGroup and CST International working in partnership to improve your business.

The partnership between FreemanGroup Measurement and CST International ensures a commitment to develop and assimilate your data in the best possible way for each individual project. The objective is to provide you with the most comprehensive data, delivered with the highest integrity and in a timely manner. You can then take the guesswork out of your service investment and collect factual data from all available sources in an integrated fashion.

How can we improve your business?

The partnership between FreemanGroup Measurement and CST International offers you a unique insight into your business and more importantly what customers think of your service.

How is this done?

Initially we assess the data that you have already collected (if any), then we discuss with you different ways to use data gathering for your business. Finally, we customize a measurement system that best suits your needs. Following are some options to utilize in order to gain the best possible insight into your business:

A: Employee Feedback - a variety of methods are available to you - from paper surveys to our portable data capture units. As a business manager this helps you to understand what your employees think and how they feel about your organization. It would be a real problem if you were unaware that you had an unhappy employee who made sure that you had unhappy customers.

B: Customer Feedback - Understand how their interactions with your employees went, did they like your service, products, does your price match their quality expectations.

C: Targeted Quality Inspections - Ensure that the data trends from your customer feedback are on target while at the same time getting a trained analyst's perspective on their overall experience.

Once all of this data has been collected, a service review of your business is conducted resulting in a Traffic Light Report. This report includes any gaps in service; for example any standard which was rated as "poor" on your both your Customer Feedback and your Quality Inspection Reports would be included, allowing you to retrain or assess if your service levels need to be adjusted. The Traffic Light Report is a tool you can use to review and/or change your service levels in order to retain your customer base.

"This is very impressive! It is much more detailed than the AAA 4-diamond inspection. I do not feel there are any changes to be made."

 

Mark Taylor
Benchmark
North Maple Inn at Basking Ridge

MeasurementCST International has the ability to capture your customer's data in a manner that is designed to be flexible, fast, accurate and economical, allowing you to gain real insight into thousands of interactions that happen in your business daily.

Utilizing the most advanced data capture technology available, CST International creates its own designs, processes and questionnaires across industries including travel, tourism, transportation, retail and casinos.

CST International's system allows you to have your customer base talking to you and telling you on a wide scale the strengths and weakness of your service and service delivery. In addition, you can communicate with your customers through the use of personalized Video Enhanced Online Surveys (VEOS).