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Stakeholder Relationship Management and Satisfaction Assessment

Developing a comprehensive Stakeholder Relationship Management System to enable the organization meet and exceed stakeholders’ needs and expectations. This entails:

  • Setting a Mechanism to identify and classify external stakeholders (Customers, suppliers, partners and society).
  • Developing a system for assessing stakeholders’ needs and requirements and assisting the organization in conducting stakeholders’ needs surveys, analyzing their results and setting action plans accordingly.
  • Developing a system for measuring stakeholders’ satisfaction and setting and overseeing the implementation of plans to improve satisfaction levels.
  • Setting comprehensive schemes for managing stakeholders suggestions and complaints thus enabling the organization to effectively listen to the voice of stakeholders and act upon it.
  • Developing comprehensive systems and plans for communications with stakeholders in order to enable the organization to proactively meet and exceed stakeholders’ needs and expectations.
  • Assessing the needs of First-Line employees who have direct contact with customers and setting comprehensive plans to meet these needs in terms of training, empowerment, resources, incentives…etc.
  • Conducting periodic Mystery Shopper Assessments to evaluate the quality of service delivery and highlight areas for improvement.