We all know that each customer should be seen not in terms of the value of a single transaction but in terms of the value of that customer's business over a lifetime. It is also generally recognised that it is far, far cheaper to retain existing customers than to attract new ones.
The tangible elements of customer service such as delivery-as-promised aren't too difficult to measure. It's the intangible elements which are more tricky - but it's these which are most important to your customers. Elements such as:
- How the service they received compared with the service they expected.
- How much they trust you and your product.
- How your customer service compares with that of your competitors.
- How much loyalty they feel towards you as a result of their last transaction.
- How much they feel you value them as a customer.
- How much they feel they are treated like an individual person.
Meeting your objectives
While most programmes are about measuring customer service, there are a range of other possible objectives including:
- Compliance - are your staff complying with legal requirements?
- Security - are your staff being honest about using the till, giving receipts, not pocketing cash, etc?
- Standards - are your staff following company laid-down standards and procedures?
- Incentives - we can help you identify staff who deserve a reward.
- Competitor Monitor - we can benchmark you against competitors - by service, by price or both (within Market Research Society guidelines)
- Benchmarking - we can benchmark your service against best-of-breed companies in their industries.
- Training Needs Analysis - identifying weaknesses in the service chain which indicate a training need, and confirm afterwards how effective the training has been.
- Continuous Improvement - we have techniques which provide you with an ideal basis for helping every branch or every staff member to strive towards excellence.
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Company registered in England No. 2654347