Riding In Cars With Researchers

We are completing our current discussion on balanced scorecards. Remember a balanced scorecard is that sweet spot between meeting all of the needs of your customers and the health of your company. I’m speaking to research sites in particular on what should be included in your balanced scorecard. I think fundamentally what our customers want of sites is what I refer to as EQTCS - enrollment, quality, timelines, and customer service.  Today we are talking about customer service.  Now, obviously, in any business, customer service matters. But the reality is that most companies don’t measure it. Most companies go on the assumption that their customer service is good if not great. But the reality is that is not always the case. To paraphrase a famous quote - 50% of the companies you know are below average.