How Mbee.M worked for Touring Club Swiss


Not just function-related

Most importantly we were able to give all those involved information not just about their department or their bit of the process but an overall and cross-functional appreciation of how they compared to other departments in the quality of service they delivered.

Managers and staff could see at once how much their work contributed to the ratings of each of the six drivers of customer satisfaction. And they could directly compare their achievements not with other backroom departments but also with frontline services such as the travel agencies.

It is thanks to Mbee.M's standardised reporting techniques focusing on the common components of the customer view that all these reports are capable of comparison. Each department can benchmark itself against another – is it better than the worst? Is it above the norm? Does it meet its target? Is he or she the best in class?