Measuring service quality allows companies to track customer
satisfaction, assess customer loyalty, evaluate staff performance, and identify
areas for service improvement. But are you measuring the right things — and the
right way? Do your customers appreciate your efforts to measure? Do they enjoy
the experience? And what actually happens to the data you collect?
Do
Your Service Measures and Metrics Improve Customer Experience?
Service measures and metrics are a valuable building block
for a strong service culture — but only if the methodology is uplifting for
your customers and your team. This assessment instrument will help you
understand of how successful your service measures really are, and how they
might be improved. Below are a few tips on how to successfully measure
customer service.
- Clarify what you are measuring and why – Customer Satisfaction, Customer Loyalty, Internal/External Service Performance, Employee Engagement, and Staff Development are just a few of the areas that you can measure. Measure those that will help you improve service now.
- Make your survey a positive experience – Long surveys and other unpleasant measurement techniques may upset your customer and not give you an accurate picture of your service experience. Make your process feel like a worthwhile investment of your customer’s time.
- Use the data to create more service value – Make sure the data you collect is used to deliver greater service value. Employees should know what is collected and why. The data should be dissected and disseminated throughout your service organization. Employees should have a process for making suggestions for service improvement. And your company should benchmark it’s service metrics against best in class companies in your industry.
In these trying economic times, it’s important to not forget
about customer service. We hope you’ve enjoyed this 3 part series.