THE RKS PERFORMANCE NAVIGATOR
Making Measurable Improvements that Move the Meter

Improve your organization’s performance—don’t just measure it. RKS’ new Performance Navigator combines in-depth customer research, competitive insights, and solutions-focused consulting and workshops to deliver measurable improvements in your customer satisfaction and value scores.


Going far beyond typical market research, the Performance Navigator forges the views of residential and business customers into a credible foundation for strategy development, action planning and change programs. Key elements include:

• New Alliance: Stone & Webster Management Consultants, Inc., an independent adviser to the energy industry since 1907, tackles the operational and process issues raised in the surveys, delivering the practical experience and strategic insights that will strengthen customer satisfaction and perceptions of value



• New Segmentation Strategy: RKS’ research examines residential and business customers by their level of involvement with your utility—not just by “ratepayer class.” New models and diagnostic tools highlight performance issues, while regional and national benchmarks identify both opportunities and potential vulnerabilities



• New Focus: The new tools and alliances shift the emphasis from simply scoring survey results to creating a step-by-step blueprint for improvement. On-site workshops, plus periodic clinics to implement the action plans, guarantee a solutions-based return on your research investment.

Beyond the RKS surveys and Stone & Webster consulting services, Performance Navigator clients receive free oversamples, on-site workshops and, and exclusive industry updates. Join our Client Advisory Team now; contact us at info@rksresearch.com for ordering information.