Academy

Join the Intrafocus Academy

If you like our free strategy resources then join the Intrafocus Academy for additional material

Strategy Workshop

A three-session workshop based on the Intrafocus Strategic Planning Process (SPP)

Balanced Scorecard Certification

A five-day master class and certificate as a Balanced Scorecard Professional

Strategic Plan Audit/Review

Let us take a look at your strategic plan to check it contains all the elements needed in a good plan

Resources

Free Strategy Resources

A library of resources for anyone interested in strategic planning and KPI management

Strategic Planning Process (SPP)

Our next generation Strategic Planning Process based on the Balanced Scorecard Methodology

Blog - Intrafocus Insight

New articles published every two weeks, join our mailing list and keep up

Our Customers

Don’t take our word for it, see what the Intrafocus customers have to say.

Software

Spider Impact KPI Software

Intrafocus is the only EMEA authorised reseller of Spider Impact® from Spider Strategies®.

Spider Impact Video & User Guides

From getting started all the way through to integrating into back-end systems.

My5 KPIs - The Mobile App

Keep your key performance indicators to hand with the My5 KPIs mobile application

Strategic Plan Generator

Use this application to guide you through creating your strategic plan – lots of examples to look at.

Contact and Help Desk

If you have any questions or need some help or guidance, you can contact us at any time.

KPI Library – Customer Satisfaction

Customer Satisfaction Index

Description:

Customer Satisfaction Index is based on the premise that satisfied customers will be more likely to carry out repeat purchase of goods/services, remain loyal to an organisation and offer positive feedback. It follows therefore that this measure indicates how successful an organisation is at delivering goods/services to the market. Customer Satisfaction is important to an organisations’ financing, as the cost of attracting new customers is generally higher than that required to maintain a relationship with an existing customer. It also offers a tool to hi-light gaps which may arise between the product/service offered and the expectation of customers. A mix of qualitative and quantitate assessments are considered to provide the most accurate assessment, this may be obtained from a survey immediately following the delivery of goods/service or after a given period of time (e.g. Annually)

Calculation:

The customer scores satisfaction with criteria such as expectations, perceived value, etc. The scores may then be weighted to reflect relative significance to an organisation and combined to form a single numerical score identifying the customer’s overall level of satisfaction or dissatisfaction. Sample size/survey method must also be selected to ensure it is representative of customers.

Example:

For a retail outlet: Post-purchase questionnaire. Score 1 – 5 (1 = poor/dissatisfied) (5 = Good / very satisfied) Perceived quality Perceived value Satisfaction with sales assistance provided No returns – actual data obtained during the survey period. No customer complaints – actual data obtained during the survey period.