Articles
The first step in improving customer service is to know – rather than assume – what
your customers want and expect. The second step is to assess how well you
are doing at meeting those expectations.
The Customer Service Survey is designed to provide our clients with an
objective assessment of how their current customers view the overall service
provided, highlight areas of opportunity for improving the levels of service
offered and recommend next steps for enhancing quality service over the long
term.
The interview methods utilized, which may include, telephone interviews,
focus groups and web-based questionnaires will capture, assess and present
feedback from current customers. This feedback can form the basis for
future benchmarking and implementing strategically sound improvements that
help our clients maintain a competitive advantage within the marketplace.
Once the surveys are completed, all data is collated and tabulated into a
detailed report. Areas of strength and weakness are highlighted and
response percentages are detailed and interpreted. The report will contain
four types of information:
An overview of relevant customer service trends and issues
A graph charting statistical information
Anonymous comments illustrating key points
Specific recommendations and plan of implementation
Often conducted in tandem with the Customer Service Survey is The Quality
Service Audit.
The first step in improving service is to know – rather than assume – what
your customers want and expect. The second step is to assess how well you
are doing at meeting those expectations.
The Customer Service Survey is designed to provide our clients with an
objective assessment of how their current customers view the overall service
provided, highlight areas of opportunity for improving the levels of service
offered and recommend next steps for enhancing quality service over the long
term.
The interview methods utilized, which may include, telephone interviews,
focus groups and web-based questionnaires will capture, assess and present
feedback from current customers. This feedback can form the basis for
future benchmarking and implementing strategically sound improvements that
help our clients maintain a competitive advantage within the marketplace.
Once the surveys are completed, all data is collated and tabulated into a
detailed report. Areas of strength and weakness are highlighted and
response percentages are detailed and interpreted. The report will contain
four types of information:
- An overview of relevant customer service trends and issues
- A graph charting statistical information
- Anonymous comments illustrating key points
- Specific recommendations and plan of implementation
Often conducted in tandem with the Customer Service Survey is The Quality
Service Audit