PROBE for Service....

...including Microscope for Service

All organisations have customers - businesses, local authorities, hospitals, charities, government departments etc. Customers continue to be more and more demanding year-on-year, and more inclined to defect to a competitor or in the public service context to protest more vehemently for better service. Organisations are being forced increasingly to enter into a dialogue with customers in an effort to retain them, but how to do this effectively is not always simple. Some are developing sophisticated IT-driven CRM strategies; others are beginning with less sophisticated satisfaction questionnaires and new forms of interaction with their customers.

PROBE for Service offers a framework - based on the powerful concepts of the Service Value Chain- for linking internal activities to customer retention and ultimately to profitability. These principles can be applied to public and not-for-profit services, and to the broader business aspects of 'Manufacturing' enterprises, as well as to 'Service Sector' business organisations. The MICROSCOPE variant enables the same benefits to be applied elegantly to smaller organisations and to individual organisational units.

The PROBE for Service framework helps organisations to understand whether and how business practices and culture are effectively driving the achievement and improvement of customer satisfaction and retention. PROBE for Services has been developed and refined by Professor Chris Voss of the London Business School in partnership with Professor Aleda Roth of Clemson University in South Carolina (formerly of the University of North Carolina) and Professor Richard Chase of the University of Southern Califormia. It is now used extensively across the world, deployed in over 1500 businesses in the USA, Australia and across Europe.

Download more information here about our PROBE for Service benchmarking products.