Our audit methodology measures Customer Fulfillment^SM and Customer Care^SM which are based upon traditional courtesy, accuracy and productivity measures. The powerful edge that Paisley's processes have is that they are also based upon what satisfies, or dis-satisfies the customer identified in Focus Groups. PGL also measures Customer Delight, that elusive but attainable condition of surprising customers with demonstrated aplomb, super-professionalism, sensitivity and understanding within objective work time boundaries.

The Paisley Group Ltd. develops customized training programs for its clients, with the goal of helping operations personnel develop the skills and judgment they need to meet everyday challenges in their specific environment. Effective, modular training programs provide operators with a solid grounding in the essential principles and maximum utility of systems, data, and service, integrated with your company procedures and products.

At PGL, we know DA/OS inside out - and we can help you get the most out of your service, addressing any DA/OS challenge, opportunity, or problem that you face. Our Optimization Programs have been proven to be so effective that we sometimes guarantee results for clients. Ask PGL to build a high - impact Optimization Program for you.

Since it has become so competitive, how can you not be interested in the only Apples-to-Apples Quality measurements for National Directory Assistance (NDA) service available industry wide? The Paisley Group is the only Quaility Assuance organization that offers National Directory Assistance quality perspective that is broad, meaningful (recognized by the industry as the "Gold Standard") and based upon a definitive, DA-specific quality measurement process.

The Paisley Group, Ltd. is an independent measurer of quality specializing in Operator Services, Relay Services, and Directory Assistance. Our audit programs for Relay Services use a “mystery shopping” approach to provide feedback on accuracy, speed, and Customer Care^SM. We help providers benchmark and monitor their performance to achieve and maintain standards set in Service Level Agreements. PGL also conducts comparative audits, giving our clients data on how they score when compared with the competition. .