Customer Feedback
Root Cause Analysis and Action Training

Turning customer feedback into action is difficult. Sure some responses are easy to fix but once those ones are done, it gets hard.

Getting to the root cause is critical for success

Genroe has seen first-hand that the biggest issue customer feedback programs face is not collecting the data. It is identifying and acting on the root causes of customer pleasure or displeasure. It can seem impossible to uncover the critical themes from hundreds of pieces of customer feedback. And just as hard to take action.

But if you don’t take action your entire customer feedback process is just a cost to the business. If you are not going to act, don’t ask.

The bad news is that finding and solving issues in the business to improve customer loyalty is a distinct skill set. A skill set that most companies don’t teach.

The skills and techniques are well documented

The good news is that some companies have been very successful in performing root cause analysis and taking action. For over 50 years they have been using a set of skills and techniques that can be applied to every company. All you have to do is copy what they have done.

But, traditionally, those skills have been complex to implement.

They are related to quality systems. You have probably heard of them: 6 Sigma, Lean 6 Sigma, Total Quality Management, etc. If you have heard of them, you have also heard how difficult they can be to set up. They can take months or years to implement across a company.

They are thorough, but not useful if you want drive change this month or quarter.

We help you do it in just 3 weeks

However, by taking just the critical tools, and coaching your team in their use, you can be making dramatic improvements in your business in just 3 weeks. The secret is to focus on root cause analysis and action planning so you can start improving your business quickly.

This is what Genroe’s Root Cause Analysis and Action Training does for you.

Coaching not more presentations

The best way to learn any skill is to use it in real life. Over the three weeks of the program we work with your staff to:

  1. Provide an introduction to the critical root cause analysis and action techniques
  2. Use those techniques on your real data to identify a prioritised set of customer issues that need solving
  3. Take the most important issues and extract the root causes
  4. Convert the root causes into project plans
  5. Start taking action.

At the end of the process your team will have more than just another interesting PowerPoint presentation. They will have used new skills to drive real change in your business. With that experience they will be well equipped to drive change long term in your business.

Next Steps

Client Testimonials

Hear from clients who have used our services.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

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