What should you look at when measuring service performance?
In an interview reported in the June issue of Customer Service Newsletter, Richard D. Hanks, author of Delivering and Measuring Customer Service, talked about what to measure when measuring customer service performance. To download a .pdf copy of the entire interview, click here.
With the article, Customer Service Group published an excerpt from Richard Hanks' book, Delivering and Measuring Customer Service, Second Edition, as an extra to the interview. To read the excerpt, click here. (.pdf document)
There are a lot of ways to look at and measure service performance — but what makes the most sense for your company? Does it make sense to focus on internal performance factors? Should these be correlated to customer satisfaction? Is employee satisfaction an important metric? And what's the best way to measure longer-term customer loyalty?
To get at the answers to some of these questions, Customer Service Newsletter recently sat down with Richard D. Hanks, president of Mindshare Technologies and author of Delivering and Measuring Customer Service (2nd. ed.).
Mindshare, which started as a mystery shopping serivces company, now provides enterprise feedback technology and feedback management services to companies in more than 25 industries, handling some 75,000 customers and employee feedback surveys a day.
Here's a look at what Hanks had to say about what and how to measure for improved service performance.
CSN: Where do companies typically go wrong when it comes to measuring their customer service performance
Hanks: Quite often the biggest mistake organizations make in measuring customer service performance is not doing anything with the results – not holding people accountable and not making sure that customer issues are responded to. Quite a lot of people will just go out and ask questions – and that creates an immediate expectation that you are going to do something with the results.
To download a .pdf copy of the entire interview, click here.
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.
