Business Performance & Service Quality

We evaluate customer satisfaction, market perception, and service quality standards with assessments and mystery shopper assessments to track weakness and areas that need improvement.

We connect operations with business analysis to raise quality and profit together. We baseline your service, design clear standards and SOPs, set KPIs and SLAs, and build a practical dashboard and governance rhythm.
You will get a prioritized improvement plan with tangible business impact and seamless knowledge transfer.

Why clients consult us (issues & challenges)?
Customers consult us when service quality declines, customer trust is at risk, or the business can’t sustain its competitive edge due to service gaps.
1. High Rate of Customer Complaints (Delays, mistakes, poor handling&repeated dissatisfaction)
2. Inconsistent Service Delivery (varying standards, confusing customers)
3. Slow Response Times (lack after sales support, too long waiting times)
4. Employee Performance Gaps (Staff lack training, soft skills, or empowerment)
5. Service Errors and Rework (Frequent mistakes in transactions, documents&processes)
6. Low Customer Retention (Customers are leaving for competitors)
7. Weak Service Measurement Systems (No effective KPIs, feedback channels, or monitoring tools)
8. Negative Brand Image (Service failures in social media, reviews, or word of mouth, damaging reputation)
9. Misalignment Between Promise and Delivery (Marketing promises one level of quality while actual falls)
10. Resistance to Change (Employees or management struggle to adopt new service standards, digital tools, or modern practices.)

At LOGOS Prime, We will:

• Lead the project, design the analysis, and challenge assumptions.
• Build the baseline, diagnose root causes, and draft Standards/SOPs/SLAs.
• Design the KPI architecture and dashboard framework; quantify impact.
• Create the improvement backlog and set governance standards.
• Prepare decision materials and hand over all related documents.

What we expect from our clients?

• Appoint a single point of contact (SPOC) and process owners.
• Provide data access and facilitate our stakeholder interviews/observations.
• Validate feasibility of to-be processes and standards.
• Approve priorities, assign owners, and enforce governance.
• Implement agreed quick wins and projects (with our oversight if engaged).

What the client should expect from us?

• Independence & evidence — we quantify, we don’t guess.
• End-to-end view: customer journey → process → control → P&L.
• Actionable fixes with owners, due dates, and measurable targets.
• Sustainability: governance rhythm and audit plan to keep gains.
• Specialized training programs – we recommend tailored courses to raise staff competency and increase service awareness.