Z-acc's blog

Customer Service Cycle

Practical Ways To Measure Customer Service

 

•Informal Customer Feedback

  I was asked (in a restaurant) how my meal was and how the waiter was.

•Customer Questionnaires

  I answered a questionnaire on a shop and how good its products and customer service is.

•Comment Cards

  I have left a comment(s) of a hotel

•Staff Feedback

  A friend of mine in a local shop gave feedback on products and other members of staff.

•Mystery Customer

  A staff member in a local shop of mine, pretended to be a Customer and gives feedback on the staff.

•Complaints Letters

  I sent a complaint letter to a store/shop after being shouted at by a member of staff.

•Compliment Letters

  I sent a compliment letter to a store/shop after a member of staff helped me with whatever I needed

Measuring Customer Service (2)

 

•Sales renewal rate

I go back to Tesco because of good service or products

•NO. of queries or complaints about your product or service

I took a product back to a shop because it had been used.

•No. of complaints about your employees

I complained about a bus driver that was rude and  kept on stalling the bus

•NO. of damaged or faulty goods returned

I took a pair of shoes back to a store because one of them had a hole in it.

•Average order-fulfilment times

When a friend ordered products from Tesco, the lorry got the wrong address and took very long.

•No. of contacts with a customer each month

I keep going back to a store which has poor customer service to see if there had been a change.

•Volume of marketing material sent out and responses generated

If I like a product very much, I buy this product a lot.

•Time taken from order to delivery

I waited a long time for my food at a restaurant.

Measuring Customer Service (1)

 •Sales renewal rates

Repeat business

•NO. of queries or complaints about your product or service

You know how good you are by how much complaints you get

•No. of complaints about your employees

   You know how good an employee is by how much complaints he/she gets

•NO. of damaged or faulty goods returned

Measure how good customer service is by measuring how much products are sent

Back.

•Average order-fulfilment times

Measure how good customer service is by measuring order-fulfilment times.

•No. of contacts with a customer each month

The more customer contact received usually means the worse customer service there

    Is.

•Volume of marketing material sent out and responses generated

More replies/uses of materials you get the better you are.

•Time taken from order to delivery

The quicker you are the better customer service is.

Sales renewal rate
I go back to Tesco because of good service or products
NO. of queries or complaints about your product or service
I took a product back to a shop because it had been used.
No. of complaints about your employees
I complained about a bus driver that was rude and kept on stalling the bus
NO. of damaged or faulty goods returned
I took a pair of shoes back to a store because one of them had a hole in it.
Average order-fulfilment times
When a friend ordered products from Tesco, the lorry got the wrong address and took very long.
No. of contacts with a customer each month
I keep going back to a store which has poor customer service to see if there had been a change.
Volume of marketing material sent out and responses generated
If I like a product very much, I buy this product a lot.
Time taken from order to delivery
I waited a long time for my food at a restaurant.

i dont like saqib or hamze at all!!!!

Measuring Customer Service

- Sales renewal rates
Repeat business (people keep going/coming back to the store)

- NO. of queries or complaints about your product or service
You know how good you are by how much complaints you get

- No. of complaints about your employees
You know how good an employee is by how much complaints he/she gets

- NO. of damaged or faulty goods returned
Measure how good customer service is by measuring how much products are sent back.

- Average order-fulfilment times
Measure how good customer service is by measuring order-fulfilment times.

- No. of contacts with a customer each month
The more customer contact received usually means the worse customer service there is.

- Volume of marketing material sent out and responses generated
More replies/uses of materials you get the better you are.

- Time taken from order to delivery
The quicker you are the better customer service is.

fluke!!!!!!!

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