Measurement of Internal and External Client Satisfaction
Control Touch is a revolutionary multi-media product from Control Spa technologies which conveys feedback, surveys,
advertising to and from clients using the latest technology
- a friendly touch-screen which speaks
in a human
voice and enquires as to their level of satisfaction.
The information garnered is processed, combined and
in the world as it happens.
An intimate knowledge of the client's needs and an accurate
of their level of satisfaction are the kernel
of strategic decisions and have become critical to attaining
a relative advantage in the new markets. In
of the importance of a direct and qualitative relationship
client most organizations rely on antiquated
measurement methods (pen and paper surveys, delayed
results and low reliability of statistics.) These techniques
are clearly no longer suitable in the new atmosphere
of technology, client service and informational accuracy
that has now
jerusalem-touch Integrated System
Based on the
newly defined principles in the field of service, as
in the latest ground-breaking research by
Berry, Parsuraman and
Zeithaml, Control Touch includes a touch-screen, a bank of questions which measure
subtle elements of satisfaction (of your clients, workers
and management) and a management tool to assist in measurement,
evaluation and decision taking in REAL TIME for all
your operational decisions.
1) User Friendly - Short and pleasant interaction with the client using
sampled questions (aprox. 60 seconds) custom designed
with your company's individual motif.
2) Real-Time Feedback - Customer satisfaction
is accumulated and delivered to management online in
order to allow improvements during
of that particular client group segment.
3) Statistical Accuracy -
The system is designed to allow a broad cross-section
of many clients answering small semi-random questionnaire
samples from a large bank, increasing accuracy and spread.
4) Scientific and
Academic Precision - The core of the questionnaire
focuses on the five most important dimensions of service
by the most comprehensive research in
the field to date.
to your Organization - Unique questionnaire
design of the system are customized
for your organization and its culture.
6) Ongoing Client Dialogue - The system allows ongoing measurement
satisfaction by interactively choosing and advancing
specific questions, topics or departments as needed
at that time.
and External Surveys - The system measures
not only of external but also internal
customers (surveys of managers
and staff) and correlates
between them, contributing significantly to the service
Management Tool for Decision Making and Service Improvement - Analysis of the results by management and
workers by cross-sections,
drill-down reports (by
dimensions of service, departments and subjects) and
timelines enable identification of bottle-necks in service
and implementation of improvement policies.
9) Interfaces to Supplementary
Service Information Sources -
Combining Control touch reports with information from other sources
such as: guest complaints, customer service requests,
and focus groups gives an all-inclusive
picture of the service status of
10) A Combined
Approach: Feedback, Information and Advertising -
Control Touch is also able to combine organizational
well as advertising to open an avenue
not just for the client to talk to you,
you to communicate with the client as well.
Control Touch is a high-end software product developed
by Control Spa in Eilat, Israel in conjunction with The OpTeam
Institute for quality management in Kiriat Tivon, headed
by Giora Ayalon - academic advisor for Touch-
Mood product and processes.