Qfor ClientScan: discover how your clients really experience your services
Do you want to know how your clients really experience your services? With a Qfor ClientScan you get an objective and reliable picture of your client satisfaction.
During the Qfor ClientScan an independent Normec CertUp auditor charts how clients evaluate your services. This is done through open conversations in which their experiences are central. Our Normec CertUp auditor tests this feedback against indicators specially developed for organizations active in training, consultancy and competence development.
The Qfor ClientScan goes further than a classic market survey. You receive an extensive report with concrete insights and literal quotes from clients. In addition, your organization can obtain an official Qfor certificate confirming the quality of your services.
With customer feedback, you can take targeted steps to further improve your services. Moreover, you can also use the audit report as a strong marketing tool.
Our approach
The Qfor ClientScan is carried out by our independent auditor. This gives you an objective evaluation of how clients experience your services. During the study, clients are interviewed about different aspects of your services, such as:
- The preliminary process and preparation
- The execution of projects
- Project management
- Communication and collaboration
- The price-quality ratio
The auditor asks open-ended questions so that clients can freely share their experiences and perceptions. A satisfaction score is then determined for each of the ten aspects of the ClientScan standard.
For whom is the Qfor ClientScan intended?
The Qfor ClientScan is a valuable tool for service organizations active in:
- Learning and development
- Consultancy
- Education and training
- Competence enhancement
With the audit you can check whether the way clients experience your services corresponds to your own vision of the quality of your services. In addition, the ClientScan helps organizations that want to increase customer satisfaction and further improve their services based on objective customer feedback.
With this audit:
- Get an objective picture of how clients experience your services
- Receive useful feedback to improve your services
- Demonstrate the quality of your services with a certificate
- You can use the audit report as a marketing tool
- Gain more insight into customers' expectations and needs
After signing the audit agreement, the Qfor ClientScan process proceeds in four stages.
How does the audit process work?
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1.
Phase 1 - Mapping your organization profile.
In preparation for the audit, you will complete the Qfor DataScan. This will map all official and administrative data of your organization.
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2.
Phase 2 - The customer satisfaction survey
Our Normec CertUp auditor conducts telephone interviews with a representative group of your customers. During these interviews, the auditor asks questions and notes customer feedback.
Ten aspects of the ClientScan standard are covered, such as the preliminary process, implementation, project management and value for money.
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3.
Phase 3 - The reporting
During the audit visit you will receive:
An overall satisfaction score
The strengths identified from the interviews
Any points for improvement
After the audit visit, you will also receive numerical results and a selection of verbatim quotes from clients.
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4.
Phase 4 - The certification
The audit file is then reviewed by the Certification Committee. With a positive evaluation, your organization receives the Qfor certificate.
Would you like to know more about the Qfor ClientScan?
Frequently Asked Questions
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A Qfor ClientScan is an independent audit that investigates how clients experience your services and how satisfied they are.
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The audit is performed by an independent Normec CertUp auditor who conducts interviews with a representative group of your clients.
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You will receive a comprehensive audit report with scores, analyses and quotes from clients. With a positive evaluation, you will also receive a Qfor certificate.
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Our Normec CertUp auditor interviews a representative selection of customers who have recently used your services.
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Yes. Many organizations use the audit report and certificate to demonstrate their quality and customer focus to new customers.
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The duration of the process depends on the size of the organization and the number of clients being interviewed.