Measure everything that you’re doing (that you can),
so you’ll know how you’re doing !!!
compiled by Peter/CXO Wiz4biz
Keep your Finger on your Pulse. What is the Industry standard – Benchmark? Where do you stand? Do you have “trends” in your organization that can be improved? Here are the things to look at.
1. Complaints are Customer Feedback that tells you what you need to fix, improve – short & long-term trends.
2. Service Calls of your organization comparison – to industry averages, to your past periods.
3. Customer Satisfaction thru Feedback, Surveys, Focus Groups, On-site Visits, etc.
4. Behavior of Customer. Are they demanding & rude (need fixing) or gracious & forgiving (happy) and they will also cut you some slack – if you have a problem.
5. Quality of Customer. Are they tempted by the competition, but still loyal to you? You must be keeping them happy. Keep it up !!!
6. Attitude toward Customer. Listen to how your employees “talk” about your Customers – complaining, avoiding their calls, making fun of them, etc. You can be sure they’re not serving them well.
7. Compliments. Not many Customers take the time to Compliment. So if you get 1 that means there’s 10 more or more – that thought about it, but didn’t send you their thoughts, feelings.
8. Good Feedback about your Service or one of your Employees. Share general FB with all Employees and let them know you are proud of them. If an Individual or a Team – recognize & reward them appropriately
9. Speed of Service. What is their Wait time? How does that compare to the Industry standard? Are Complaints being handled on a timely basis – so Customers are satisfied & impressed?
10. Re-pete Business. How strong is your customer Loyalty? Is it good enough that you’re happy with it? Is there any way to make it better?
11. Referrals. Are your Customers so happy with you, that they’re sending their family, friends, associates others to you? Can you throw in a little incentive to improve this?
12. Relative Growth (not family) of your closest Rival? Is it better? Are their Customers “defecting” to you or is it visa-versa? If it’s good, how can you make it better? If negative flow, how do you slow?
Comments: Any other measurements or indicators of your service?