BigCat Research

Operational Experience and Service Quality

Operational experience and service quality research; It analyzes field reality, customer journey, employee voice, service standard and touchpoint performance together.

At what point of contact does the customer, user or employee have difficulty, and how does this affect service quality, trust, repeat preference and operational efficiency?

Experience in operation-intensive structures cannot be managed with standard procedures alone. Real experience; It is the sum of employee behavior, physical environment, waiting, guidance, problem solving and uncertainties at the time of contact.

BigCat establishes this field as an operations research that reads the customer, user and employee perspective together. The result is an actionable improvement plan that shows which action to take at which touchpoint.

We combine customer journey, touch point, field observation and service quality measurements within a single decision framework.

We comparatively monitor the differences in service standards between dealers, branches, locations, campus or field teams.

We establish the connection between the operational reality experienced by the frontline employee and the quality of service perceived by the customer.

We separate the problem moment, waiting, guidance, communication, physical environment and support experience into rapid improvement and structural investment.