Needs Assessment Proposal
Services:
Needs Assessment, Root Cause Analysis, Stakeholder Consulting
Solution:
Needs Assessment Proposal
Summary:
Diagnosed the root cause of a 19-point customer satisfaction gap and delivered a needs assessment plan that, once implemented, raised NPS scores from 6.8 to 9.2.
Challenge
Daily Domotics, a smart home technology company, had scaled quickly by outsourcing installations to third-party technicians. But customer satisfaction data revealed a problem: third-party installations averaged 73% satisfaction versus 92% for in-house technicians — a 19-point gap that was dragging down the company's reputation and stock price.
The leadership team suspected it was a training issue but didn't know for certain. Before investing in a solution, they needed to identify the root cause.
Solution
I interviewed the business owner and key staff to understand the business context, then designed a structured needs assessment plan to isolate the root cause of the satisfaction gap.
My proposal outlined:
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Gap analysis quantifying current vs. target performance
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Stakeholder mapping to ensure leadership alignment
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Sampling strategy using stratified and convenience methods to compare 60 technicians across both groups
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Five data collection methods — questionnaires, performance records, work samples, indirect observation, and root cause analysis
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A 13-week implementation timeline phased across six steps, from stakeholder buy-in through final recommendations
The goal wasn't just to identify the problem — it was to build a defensible case for whatever solution emerged from the data.
Microsoft Word
Results
The client approved and implemented the needs assessment. The root cause analysis led to targeted interventions, and within 6 months customer satisfaction scores for third-party installations rose from an NPS of 6.8 to 9.2 — a 35% improvement that brought third-party performance in line with in-house standards.
What I Created
This Needs Assessment Proposal (PDF) is a 7-page consulting deliverable outlining the problem, stakeholder landscape, sampling methodology, data collection plan, and phased implementation timeline.