Business DNA will analyse your current reality and assist you in using the diagnostics to develop a roll-out plan to achieve the results your business requires. The diagnostic report we provide will form the basis of your strategy and will enable you to track the impact of your interventions. We customise the diagnostic tools to your environment, your timeframe and your budget.

The Communication Audit

Even though we have a set questionnaire, you will work with us to ensure that we use the correct terminology and titles of your communication channels. You will be able to add up to ten company specific questions.

We evaluate how the target groups feel about:

  • The relevance, timeliness and understandability of the information they receive from the key communicators and channels.
  • The value added by the communication channels currently being used and their preferred communication channels for specific types of information
  • The alignment of the key communication networks
  • The communication culture and climate in the organisation.

We use both qualitative and quantitative research processes to get an accurate view of the communication in your organisation. The individual interviews with senior management as well as the focus group discussions can be in-person or online.


The Customer Service Audit

Walt Disney, once said that he was only interested in one thing in business, namely the bottom line – the bottom line on the faces of our customers. He was of the opinion that if that line curved in the right direction, the other bottom line would follow suit and the organisation would prosper and grow.

Research conducted over many years indicated that customers always measure service according to the same five factors, irrespective of whether it is related to the service of the local spaza shop or an international five-star hotel.

These five principles are:

  • What the person experiences with their senses
  • The competence of the people they engage with
  • The reliability of the product, services and the people
  • The empathy of the people with you as a customer
  • The responsiveness of the people.

Based on years of experience, I added a sixth one, namely the emotional and financial cost of the product or service.

As part of the audit we review all the customer touch points and the Standard Operating Procedures that inform the behaviour of the staff.

Even though we have a set questionnaire, you will work with us to ensure that we use the correct terminology, and you will be able to add up to ten company specific questions. We use both qualitative and quantitative research instruments to get an accurate view of the customer service in your organisation.


Organisational Climate and Culture Survey

While the culture in an organisation determines how things are done, the climate is the way the employees experience things. The five elements we use to determine the climate and the culture of an organisation are:

  • Organisational practices, including decision-making freedom, motivation and performance practices.
  • Workgroup processes includes how teams operate and the way team members feel about each other.
  • Task characteristics deal with employee’s views about the meaningfulness of their work, the training they receive and their motivational levels.
  • Supervisory leadership investigates the way supervisors treat their teams, motivate them and care for their wellbeing.
  • Organisational communication – here we investigate on a limited level what we investigate in the communication audit. It will indicate the quality of communication in relation to the other elements, but not in the same detail.

Can you imagine the wealth of information you will have to build a strategy on when you have all this information for different job levels, functions, regions and two other profile questions.


Other Surveys We Conduct

  • Customer service surveys
  • Channel audits
  • Engagement surveys
  • Market surveys
  • Reputation surveys
  • Safety surveys
  • Change readiness and acceptance
  • Organisation-specific surveys, e.g. absenteeism