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How well do they know their field force?
- Do they foster personal relationships with their Assessors, ensuring professionalism and trust?
- Are open channels of communication fostered, helping to drive continuous improvement through 360-degree feedback?
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How accessible is the Account Team with your frontline colleagues?
- What mechanisms are in place to support your organisation engage the end-users of your programme?
- Can frontline teams raise questions and seek further information directly from the supplier?
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What checks and balances are set up to ensure quality?
- Are there standardised and bespoke quality checks put in place to ensure data credibility?
- What processes are set up to ensure quality underpins all areas of the programme, from Assessor selection, briefing, trouble shooting, proofreading, analysis and results production?
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How flexible and reactive to changing business circumstances are they?
- Are the reporting mechanisms fit for purpose or are there constraints in usability?
- Is there flexibility to adapt to changing business needs on an ad hoc and regular development basis?
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Are they working in partnership with you, or working for you?
- a. Will they strive to be your ‘expert customer’ and really understand your business and core objectives?
- Will they challenge you and provide proactive insight and recommendation?
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