ON-SITE INSIGHTS BY COMPASS GROUP
The objectives of the On-site Insight (OSI) model can be to find a solution to an existing problem, assess guest preferences, uncover opportunities, and gain an understanding of priorities and habits related to the dining and patient experience. What better way to do this than to ask our associates, customers and nursing partners for input and feedback? On-site Insights is a focus-group research model designed by Compass Group to discern the voice of the customer. In preparing for anOSI, wemine data on the operation andwe design questions to accommodate the account’s specific needs, creating a customized data-driven approach for each engagement. These engagements are followed by milestone hurdles to ensure outcomes are achieved and measured. On-Site Insights have captured the voice of customers in more than 20 Ascension accounts. OSIs are known to drive: • Increased sales • Increased customer and client satisfaction • Increased associate engagement
The On-site Insights report offers a valuable roadmap to TouchPoint and Ministry leaders for program improvement.
Across Compass, On-site
Insights have taken place at more than300 accounts, engaging more than 10,000 retail customers. The results in the retail setting have been quite impressive with a 7 – 11 percent increase in sales.
F OO D S E R V I C E A N D PAT I E N T D I N I N G C S T S AV I N G S
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