We first interview the people from the management level including CEO, managers and heads of department.
First, we will interview people in the management level, such as: CEOs, managers and heads of departments. It is important for us to understand what their responsibilities are in the company.
Second, we will meet up with staff who work in the front-line. They will have first-hand information on feedback from customers. We will then try to cover every region, since each of them will have their own work flow and tool preferences.
Lastly, we will approach their customers directly for feedback. We will also study the website statistics and enquiries submitted by visitors.