Knowing what customers think of your products and services is a prerequisite for business survival. Customer satisfaction surveys provide a direct and reliable source of information, which you can use to help retain existing customers-and attract new ones.

• All measurement and assessment tools must be well-designed, able to withstand micro-analysis, and customized to suit the unique business nature of the company.
• Data analysis should be practical and must yield meaningful information which the client can use for business decision making.

現今企業生存之道，在於能否洞悉顧客對其產品和服務的真正評價，「顧客滿意調查」讓企業掌握直接及可靠的資訊，在維繫顧客之餘，同時開拓新市場。

• 一切評核工具須精心設計，要照顧不同企業獨特營商環境，兼顧微觀分析或度身訂造個別需要
• 數據分析須有效實際，讓企業能選取有意義的資料以作商業決策之用

• While the indentities of shoppers are “mysterious”, the objectives of the initiate must be clearly communicated to both management and employees.
• Mystery shoppers should be come from an appropriate demographic spectrum which corresponds to the customer profile of the company.
• Mystery shoppers must be highly trained to allow unbiased assessment.

• - 管理階層和員工之間必須清晰溝通「神秘顧客」的評核目的
• - 「神秘顧客」須來自不同背景，以配合客戶不同的顧客層之需要
• - 「神秘顧客」必須經過專業培訓，以具備客觀的評核技巧

Your staff is your most important asset and business partner. To succeed, you need your employees’ support and cooperation. To drive an organizational change, you must first understand their opinions and then plan accordingly.

Properly designed internal climate surveys target appropriate layers of the organization, to identify and analyze critical issues, such as managerial effectiveness, departmental communication, staff morale and employee satisfaction. They provide genuine insights into how well your organization is performing.

員工是公司最寶貴資產及夥伴，企業成功要素在於員工支持和合作，要推行改革，首先要了解員工意見，再進行適當部署。

精確的「內部氣候調查及分析」能針對特定層次分析核心題目，如管理效益、部門溝通、員工士氣及員工滿意程度等。調查結果能夠真實反映機構的表現。