Case Study · Advisory
Understanding the needs and wants of corporate leadership and other key stakeholders
Voice of Customer Assessment
Understanding How Stakeholders View the Law Department
The law department at a leading multinational courier sought to improve service delivery and customer satisfaction by gaining a better understanding of how its internal clients viewed and used the department’s resources.
Through a comprehensive Voice of Customer assessment based on best practices, the law department was able to better understand the needs and wants of corporate leadership and other key stakeholders. The assessment also facilitated strategic and long-term planning, provided concrete ways to improve service delivery and determined metrics to help demonstrate legal’s value to the enterprise.
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