Measuring Customer Service Performance
1. Determine how quickly you are able to solve problems. According to one survey, 69% of customers define “good” customer service as having their issue or problem addressed quickly and efficiently. 72% of those interviewed said things like being transferred Make efforts to determine how quickly you are able to address your customers’ issues. You can ask about this in a survey. For phone calls or online customer inquiries via email or chat, you can use a timer to determine how long it takes to address the problem.
Your employees may not always have the knowledge or authorization to solve a customer’s problems. However, they should be trained to immediately identify the problem and find someone who can address the issue.
2. Ask for personalized feedback from customers. Most customers like being asked for feedback. It shows them you care about their experience and are willing to improve or adjust your approach.
3.Create a customer service survey. Customer satisfaction has several key components, such as emotional satisfaction, loyalty, satisfaction with specific attributes of their experience, and intent to return to your business. Creating a survey for customers to take after each service experience will help you determine how effective your service is.
4. Track any issues or complaints. One way to track the quality of service at your business is to track any customer issues or complaints. Create a database for all customer feedback and use a scale to rank the customer’s experience (5 being highly satisfied, 1 being highly unsatisfied). Be sure to also note any detailed comments on service from customers in the database.
5.Put processes in place to prevent issues from occurring again. Both you and your employee handled a customer complaint well, and worked hard to resolve it. But just because the customer left happy, this doesn’t mean you simply move on. Take this as an opportunity to prevent future quality problems. Ask your employee: “What caused this problem and what can we do to ensure it never happens again?”
6. Talk to customers face-to-face. Avoid the temptation to hide behind your employees. Customers love the ability to reach management easily with their questions, complaints, and concerns. Appear in person at your business at least once a week to show your dedication to your employees and your customers. During your face-to-face interactions with employees, you can also demonstrate how to conduct quality customer service.