NQR Vision Statement Our vision is to be the premier provider of quality measurement services in the financial industry. We want to reach a point where top-tier financial companies from around the world seek our advice first when confronted with service quality issues. We will continue to strive for excellence until all top-tier domestic and international financial companies will consider it a disservice to their firms if they do not subscribe to our services. Back to "Our Thinking" Statistically Reliable Methodology Is Essential Service quality measurements are useful only if they provide the information you need to prioritize improvements that matter to your customers. Statistically reliable measurements conducted with a high level of precision allow you to act with confidence. This is especially critical in today's economic environment, with only so many dollars available to spend on process improvements. Back to "Our Thinking"                                            Sampling Basic The Value of Third-Party Measurement Third-party measurement offers a broad perspective that is difficult to replicate internally. By complementing their internal measurements with third-party measurements and customer satisfaction surveys, companies gain a 360° view of the customer experience. Employing an objective third party to measure service quality not only helps firms improve their performance, but it also sends a powerful message to customers and business partners that these firms are committed to delivering superior service. Back to "Our Thinking" The Dynamic Nature of Service Regardless of how you measure service quality, it is important to acknowledge that measurements only assess what your quality was—not what it is right now. Customer service environments are always changing as internal and external forces challenge your people, technology, and business processes. To avoid surprises, successful companies continuously measure service quality to identify service trends early on and target improvement. Back to "Our Thinking" The Law of Little Mistakes "For want of a nail the shoe is lost, for want of a shoe the horse is lost, for want of a horse the rider is lost" — George Herbert, 1651 As the story illustrates, assessing the future consequence of an error is an exercise in uncertainty. When it comes to service quality, even seemingly inconsequential errors can lead to big problems. For this reason, the best strategy is to re-engineer service processes to limit the potential for mistakes. Successful companies know that every error has the potential to damage the customer relationship, and they focus on eliminating the possibility for errors to occur in the first place. Back to "Our Thinking"