Measuring & Improving Consumer Experience, Consumer Engagement & Consumer Performance – A Best Practice Approach

This web briefing was given on October 8, 2020, by OPEN MINDS Senior Associate Paul Duck. It delivered a framework for best practices in establishing service standards in both virtual and in-person environments. It discusses adoption of service standards, development of key performance measures, and monitoring for sustained outcomes. Viewers will learn how to: Establish service standards in your organization. Implement a framework to evaluate service delivery through surveys and other methods. Apply quality improvement principles to service delivery when not meeting industry or internal performance benchmarks . . .