Mbee.M We Measure - You Manage

How Mbee.M worked for Touring Club Swiss

What return on investment has TCS had?

During the five years that TCS has been using the Mbee.M system, the company has made the journey from scepticism and suspicion (“just another 'customer first' campaign�) to acceptance (“survey costs are stable�) and beyond to anticipation of the output from the next round of surveys (“where is our data? We need it now.�). (This could be the quote?). The main reasons for this are:

The Mbee.M system meets the needs and purposes of TCS – not the other way around where the ambitions of the client are frustrated by inflexible systems
The questionnaires are easy to use and encourage high levels of participation by both internal and external clients
The way the data are presented encourage improvement without wasting time on discussion about what the data might mean
The cross-company and cross-process approach brings externally-facing staff and their backroom colleagues closer together, highlighting their shared responsibilities for keeping customers loyal and happy
Costs are low and stay much the same once set-up costs in the first two years have been absorbed, encouraging continuing commitment to the measurement system in all parts of the company
Costs are the same if not lower than they used to be when each part of the business commissioned its own research
Different bits of the business can choose the frequency of surveys and customers are not asked too many questions too often.

What return on investment has TCS had?

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