Why measure customer service?

Answer 1

There are two distinct "customer types "Internal" and external.

Setting an audit of processes and procedure to identify (a) good practice (b)following procedure (c) delivery of process (d) shortfall/non compliance plus environmental Information display (this can be Posters, signage, directives, advertising, compliance of information, date relevancy of data displayed and direct customer feedback by a range o means i.e service surveys, complaints, complimentary communication, customer retention, all can feed into a "Quality Development Plan (QDP) . This will guide a business to improve shortfall at all breakdown areas, acknowledge good or better than good performance. Once identified action can be put in place to correct /improve or maintain standards

By using this data as a KPI business can develop a strategy (which is always a cost ). Maintaining and improving service standards at all levels benefits a business. Business that benefit save money, increases customer interaction and therefore improve financially