What gets measured, monitored and mirrored back to participants, gets done
We measure desired outcomes, in order to deliver ROI
Through our feedback processes we help to improve service standards and pinpoint those who would benefit from training, recognition and reward.
We deliver statistics as a matter of course and also interpret these to help focus effort on revised strategies and tactics. Our techniques include:
- Sales measurement (volume or value) ROI Calculator
- Mystery shopping: by regional, demographic and psychographic segmentation
- Customer feedback: postal, telephone, online and face-to-face
- Key task assessment
- Training courses attended
- And anything else that can be measured
From our website hub, we are able to provide individuals with measurement feedback via paper, email, SMS, and the web. Management can elect to receive their summaries via these methods too.
In a survey of nearly 200 senior marketing managers, 77 percent responded that they found the "return on investment" metric very useful.
Calculating this ROI is usually quite simple, post programme, with a return on investment formula as follows:
ROI = (Net profit ÷ Cost of investment) x 100
However, getting a handle in advance, on how much money to invest or what the likely financial outcome would be, is a little more challenging. If an investment does not have a positive ROI, or if there are other opportunities with a higher ROI, then the investment in a particular programme should not be undertaken.