Insight

At the heart of the TMI approach there is an initial process of discovery and research. This includes a combination of interviews, focus groups, job shadowing, and evaluation of existing strategies. Work with Toyota and one Railways in 2005 and 2006 typify the approach.

If the main focus of our work is organisational, the research can use evaluation tools such as the TMI Culture Audit. If the focus is on management or leadership our clients can benefit from using tools such as our online 360 Feedback tool to collate information on individual performance.

TMI's Insight platform includes the acclaimed* NCCS Benchmarking survey, re-launched for 2007 as Customer Experience Benchmarking(CEB) It's a national survey of customer experience and complaints cultures which in 2006 included top brands like BA, Barclays, BBC, BT, Computacenter, Daimler Chrysler, EDF Energy, HBOS, Honda, Legal & General, Tesco, The RBS Group and Toyota.

TMI Insight works closely with its partners in The Cello Group to deliver a wide range of customer satisfaction and loyalty measurement/monitoring services.

* Shortlisted in 2006 for both the Innovation and Corporate Social Responsibility categories of the 50th Anniversary Management Consultancy Association awards.