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Web tool assesses TCF

Marketing group Golley Slater has developed a web-based tool, Kaleidaview, which measure firms’ success in implementing the FSA’s treating customers fairly initiative.

It has three components – a data management tool, a client questionnaire and a management insight suite.

Customer data is loaded and merged with the questionnaire. Completed questionnaires are then used to create and update management reports that can be accessed by authorised individuals.

Business development director of the contact division Richard George says Kaleidaview offers an organisation-wide measure of performance with comparable benchmark standards. He says: “It is as close to real time as can practically be achieved and when one considers that every employee can point and click to access the reports, the power that Kaleidaview has to support organisational change becomes clear.

“TCF measurement is driven directly by customer feedback and with Golley Slater boasting a 90 per cent survey completion rate by customers they speak to, it is a remarkably efficient solution. The whole thing sits outside the client’s technology infrastructure so the usual IT interface headache has been neatly circumvented.”

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