Organisations that complete the online Customer Service Site Assessment receive real-time reporting that allows them to identify their customer service strengths and weaknesses. The report results are broken down according to the 5P's Service Quality model and provides the assessing organisation with a percentage score for each of the 5P's, as well as a percentage score for the overall performance of the organisation.
Certification against TISSE requires access to the online reporting tool. The certification body will conduct their independent assessment using the online tool, thereby enabling all reporting to be contained in one place, facilitating trend analysis.
The Customer Service Site Assessment report enables organisations to immediately identify which categories they are underperforming in. The above sample report stipulates that this organisation achieved an overall score of 50.9%, showing that low performance in Product/Service and Policy categories severely influences the organisation's rating against The International Standard for Service Excellence.