Virtually all aspects of our working lives, and our private lives, occur within the context of relationships. The work we do and the products and services we provide in our organizations are viewed in terms of the quality of the relationship contexts within which they are embedded.
Deep Dialog Audit scores have proven to be reliable measures of the health, productivity, collaboration and success of relationships we have measured. The scores have also proven to be highly predictive of outcomes of success and failure in a specific relationship. After your Deep Dialog Audit is complete, you receive a report that includes scores, which accurately predict higher percentages of:
Poor Deep Dialog scores accurately predict higher percentages of:
- Successful collaborative initiatives and projects
- Customers likely to repurchase and recommend your product or service to others
- Collaborative relationships between groups
- Customer satisfaction and loyalty
- Employee satisfaction and loyalty
- Satisfaction with all forms of communications
- Failed or failing collaborative initiatives and projects
- Customers unlikely to repurchase and recommend
- Poor collaborative relationships between important groups
- Low customer satisfaction and loyalty
- Low employee satisfaction and loyalty
- Low satisfaction with all forms of communications
We see Deep Dialog processes having significant effects throughout the broad spectrum of relationship dimensions we survey for clients like you, including:
- Customer-vendor relationships
- Employee-organization relationships and cross-functional group relationships
- Network partner and strategic alliance relationships
- Project team and virtual team relationships
- Government inter-agency relationships
- Post-merger integration relationships
- 360-degree relationship assessments
Measuring the Quality of a Relationship
The quality of a relationship, its health and productivity, is definitely shown in the Deep Dialog Audit scores obtained from surveying a sample of one or both parties in the relationship. The scores and score patterns accurately reflect participants' feelings, attitudes and perceptions across the entire spectrum of experiences they have in that relationship.
The scores are an x-ray of the relationship. They depict the strength and quality of the Deep Dialog processes present in the relationship. Dr. Perlmutter considers Deep Dialog scores to be the "DNA of a relationship" because of their accuracy in defining a relationship's specific strengths and weaknesses and their ability to predict the future health and productivity of the relationship.
Relationship's Impact on Bottom-line Performance
Deep Dialog Audit scores have a direct impact on important organizational performance indicators, including those that directly impact the bottom-line, such as the likelihood of purchasing new and additional products and services from a supplier, renewing contracts, or recommending a company and its products and services to other organizations.
The table below provides some important examples of the marked differences in performance success and satisfaction we have measured in relationships that satisfy the Deep Dialog cutoffs for excellence and those in relationships that fall short.
High quality Deep Dialog relationships are characterized by a greater feeling of ease of doing business, beliefs that working together brings direct business benefits, and a greater sense of good value from products and services.
Higher Deep Dialog scores are associated with high levels of satisfaction with respondents' day-to-day interactions with each other, with greater satisfaction with product quality, customer service, key staff and account teams, technical support and a range of other related indicators of customer and client satisfaction. Here's an assortment of our findings in these areas:
||Those Who Meet Driver/Deficit Targets
||Those Who Do Not Meet Driver/Deficit Targets
|Likelihood of Purchasing Additional Products2
|Likelihood of Renewing Licenses/Agreements2
|Likelihood of Recommending to Others2
|Satisfaction with Product Quality2
|Satisfaction with Customer Service2
|Satisfaction with Service Responsiveness3
|Satisfaction with Account Team3
|Satisfaction with Technical Support3
|Satisfaction with Ease of Doing Business3
|Satisfaction with Strategic Partnership3
|Satisfaction with Productivity of Collaboration3
|Satisfaction with Benefits to Business3
|Satisfaction with Understanding Business Needs3
|Satisfaction with Product Value4
|Satisfaction with Staff's Personal Commitment3
- These data were obtained across several studies that included over 3,000 participants.
- Likelihood ratings include the categories of "likely" to "very likely."
- Satisfaction reflects the percentage of respondents who gave ratings of "satisfied" to "highly satisfied."
- Satisfaction with Product Value includes those who rated product value as "good" to "excellent."
The differences in satisfaction, in perceptions of the value of goods and services, and in the likelihood of recommending the organization to others between those who meet Deep Dialog cutoffs and those that do not are clear. Satisfaction and other ratings of key business performance indicators in the group with the healthiest business relationships are well into the desirable range; those in less healthy relationships clearly are not.
What is perhaps most remarkable is that these differences appear even within ratings of the same company, providing the same goods and services to their customers and clients. Those customers, clients, or employees with whom an organization has positive, healthy working relationships are happier with what they receive, across the board, than are those who experience dissatisfaction with the relationship context in which their business dealings occur.
Let us show you how the Deep Dialog relationship factor can improve organizational performance and success. Contact us today or try our free, online Audit demo now.