Voice of the Customer Research
"The Fraser Group is an extremely professional organization, providing top class, innovative and imaginative solutions to needs for voice of the customer research. They have executed ongoing tracking programs both domestically and internationally. Our improvement in focusing on the right things to improve our customer support organization is in no small part due to the specific, actionable information Fraser reports."
Sr. Vice President, Customer Support, Jet airplane manufacturer
"The monthly reports on the performance in our eleven (11)outsourced call centers CSR's has provided us with an analysis and tactical direction to improve our overall customer satisfaction rating dramatically while helping reduce the cost of operating the centers."
Sr. Director, Federal Government Agency
Voice of the Customer and SETS ©
"Prior to working with Fraser, our center was under fire from Senior Management for poor performance. Once implementing Fraser's SETS © approach our improvement and continued performance has become the model for other groups in our organization. CSR professionalism, accuracy, talk times, call backs and first call resolution have all seen customer verified, statistically significant improvement."
Customer Care Call Center Sr. Manager, Leading Personal Lines Insurance Carrier
"First time I have gotten tools during a workshop that I can use. Thanks!"
"Great presentation-great "workshop" with information I can definitely use. This wasn't "salesy" at all and I really appreciate that."
"I feel charged after this session and almost can't wait until Monday."
"Good presentation, clear speaker. Good ability to speak logically about quantitative topics. Thanks!"
"You were able to communicate a tough subject and make it understandable. Thanks much!!"
"This workshop made scary stuff easy to get my arms around."