Parker Case Study:

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  • Client IndustryNational Construction General Contractor
    ProjectInternal Customer Satisfaction Measurement
    SituationGoal of improving service level of corporate departments and field operations
    TechniquesComplex Survey customized for each employee to evaluate relevant departments and positions, Quantitative Analysis, Individual Department and Division Reports

    Recommended Key Performance Indicators for each organizational unit based on survey results with ongoing metrics defined.

    • Internal survey that required total anonymity of employees and responses
    • Complex survey flow and logic
    • Complex data presentation
    • Gleaned departmental stories from data
    • Strategic initiative for company
    • Over 1800 employees, 30 departments/divisions evaluated
  • KPIs