Performance Management

Web and telephone automated surveys for cost-effective performance management

"Thinking about the call you made earlier, did we resolve your query? Please press 1 for Yes or 2 for No."

The timely capture and analysis of accurate performance figures is essential for effective performance management.

Whether surveying the public on general topics such as satisfaction, confidence and fear of crime, or measuring performance of call handlers in a contact centre, Horizon™ Customer Service Surveys are a cost-effective and proven solution.

Surveys can be conducted on the web and telephone for maximum social inclusion.

Used in conjunction with Horizon™ Warn and Inform, compelling results can be achieved for performance management of public engagement activities such as Neighbourhood Policing.

Surveys can be used to measure performance on immediate events such as individual calls to a contact centre, and longer-term initiatives such as public reassurance:

• Comprehensive surveys to measure issues such as public satisfaction, confidence and fear of crime on a periodic basis
• Quick surveys of just a few questions, triggered manually or automatically at the end of 1 in N calls into a contact centre>