POWER!SERVICE™ Tools

POWER!SERVICE™ Readiness Assessment

Service Profit Chain Leaders combine both art and science to deliver a differentiated customer experience. Our research from the Ownership Quotient has identified 39 practices associated with high performing companies that are described in this web-based assessment that is typically completed by executives, managers and frontline employees.

 

10 Question POWER!SERVICE™ Assessment

This abbreviated version of the POWER!SERVICE™ Assessment asks you to rate the extent to which your organization demonstrates a number of practices associated with high-performing organizations in our research we call Service Profit Chain Leaders.

The questions you will answer describe ten key practices necessary to drive an experience that will consistently exceed your customers’ expectations.

Click here for the 10 Question POWER!SERVICE™ Assessment

To learn more about conducting the full POWER!SERVICE™ Assessment in your organization please reach us at info@serviceprofitchain.com

 

Customer Lifetime Value Calculator

The Customer Lifetime Value calculator is an educational tool to explore the cost implications and profit potential of consumer loyalty.

The model is broken into 3 sections. In the first section we review basic product assumptions for three products including profitability, frequency of purchase and estimated new customers company wide.  In the second section we explore the critical retention rates for these new customers with a significant retention assumption after the completion of their first purchase, and then steady retention rates for the remaining periods up to 8 years.  Finally we detail the initial costs for acquiring these new customers, including the cost to reach potential new customers and the acquisition rate associated with this expenditure.

Using the adjustable discount rate, the model calculates a NPV for the consumer over an 8 year lifetime with and without the acquisition costs.  The model also considers the aggregate impact based on the estimated number of new customers acquired.  For help with any of the variables, the green buttons will bring up variable descriptions

To view further instructions click here


Step 1: Review the base assumptions

Review the  profiles of each of the product groups in the model  including; Contract Retail Price, Product Margin, Months between Purchase (or Contract Period) and the estimated number of new customers in this product group

Step 2: Explore Retention Impact

One of the key insights from the model is how small impacts on consumer retention can have a big bottom line impact.  Explore how initial retention rates after the first contract period and retention rates thereafter impact profitability

Step 3: Explore the Impact of Acquisition Costs

To understand the potential of new customers, we need to factor in the cost to acquire that customer.  Explore how the combination of the cost to reach a new customer and effectiveness on converting the customer impacts total cost of acquisition for new customers and lifetime profitability for that customer and the company.

Click here to open Customer Loyalty Calculator

 

Employee Turnover Calculator

The Employment Turnover calculator is an educational tool to explore the cost implications of employee turnover.

The model is broken into 5 cost buckets:

  • Pre-departure
  • Recruiting
  • Selection
  • New Hire Training
  • Productivity Impact

In addition, there are a series of assumptions called Base Assumptions that help customize the model to your environment. The model also differentiates by type of employee:

  • Staff
  • Director
  • Manager
  • Executive

This division by role helps capture the difference in both complexity and cost associated with different levels of turnover.

The graph on the right shows the breakout of costs by cost bucket and by employee type.

To view further instructions click here


Step 1: Review the base assumptions

Review the profiles of key role and SELECT ONE to work on. Adjust the # of Employees for the Role you choose , Hourly Wage, Average Turnover rates .  Note: Next to each assumption is a green help button that you can click on to see a description of the assumption in the top right hand corner.

Step 2: Explore Recruiting Costs

Consider how many applications need to be processed in a given year in one of your departments and review the advertising, promotion and administrative costs to attract and process applicants.

Step 3: Explore Selection Costs

Once candidates are selected, consider the costs to assess and complete background checks on new applicants

Step 4: Explore Training and Onboarding Costs

Once hiring decisions are made, consider the costs to train new applicants and get them started in their new job, including materials costs and staff time to organize and run training programs.

Step 5: Explore the Impact on Productivity

While rarely factored in when calculating turnover costs, consider the cost of exiting employees who work at lower levels of productivity and the cost of new employees who are less productive as they learn their new job

Click here to open the Employee Turnover Calculator

 

Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE

THE POWER!SERVICE™
SYSTEM

A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE

THE OWNERSHIP QUOTIENT

Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE

THE CULTURE CYCLE

Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE