Diagnosis
Organisation
The organisation's customer focus
The COS COMPANY is an operational analysis that highlights the priorities for action to develop the organisation’s customer culture.
Distribution of questionnaires to all employees and individual interviews
1
Statistical processing and analysis with exclusive benchmark (7 sector-specific benchmarks)
2
Prioritisation and definition of action plan
3
The COS Company allows an organization to be observed through the perspective of its employees, highlighting both the detractors and contributors to customer culture. Why survey employees? Culture is a set of shared beliefs and values, rather than solely the result of an objective reality shaped by leadership.