Alun Mathias Associates Information

Established in 1993, Alun Mathias Associates is focussed on supporting its clients in all aspects of customer satisfaction management. Our expertise is in the business to business arena. Many of our clients call on our expertise in the first step of the management process - establishing the current levels of customer satisfaction by survey. The data collected has to be valid and of a quality sufficient to enable the organisation to fully understand how well it is measuring up to its customers' expectations. Commissioning a third party to professionally survey its customers reflects positively on an organisation. It is a formal statement of interest in its customers' views and opinions. It also provides opportunity to react to customer input with initiatives designed to improve overall service. We conduct surveys, using local languages, on a worldwide basis. Our experience ensures that uninhibited and objective feedback is obtained from customers, feedback which adds significant value to the business planning process. The principal, Alun Mathias, has a background of Sales and Quality Management, gained over 15 years in the Xerox organisation. As a Quality Manager he had specific responsibility for customer satisfaction improvement, with demonstrable impact on satisfaction levels. He initiated strategies for improvement, carrying these through process design to implementation, and was instrumental in the achievement of accreditation of Customer Services to ISO 9000.