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Customer Service Metrics

A recent article in Newsweek1 asked, "Tired of Smile-Free Service?"   There is even a website devoted to the concept of the customer never being right.  Maintaining and increasing service levels are significant challenges facing all of us.  We offer both input and output customer service metrics -- customer service climate and customer satisfaction. 

Customer Service Climate

Aspects of your culture may actually be working against your objectives.  Assessment of your customer service climate, which focuses on your employees and your customers, can let you identify internal processes, practices, and informal norms that are reducing the quality and speed of service delivery.  Among the issues that we may measure include:

  • Use of data to segment customers for different service levels
  • Management support for service
  • Co-worker support for service
  • Policy support for service
  • Adequacy of equipment and materials
  • Emotional labor
  • Training
  • Incentives and pay
  • Speed-service quality balance
  • Goal priorities

Customer Satisfaction

When it comes to understanding your customers, mindreading doesn't work.  Or, as stated in the title of a recent article in Fast Company2, "Let your customers lead."  Indeed, one of the best sources of ideas for growing your business is free, namely your customers.  Proactive efforts to identify customer perceptions of your strengths and weaknesses is needed to stay ahead of the competition.  Reactive efforts, which rely on monitoring customer feedback, typically yield both complaints and high praise but are unlikely to represent more than 10% of your customers -- perhaps the 5% least satisfied and 5% most delighted! 

  • Product/service evaluation (e.g., speed and quality metrics)
  • Cycle time
  • Customer satisfaction
  • Customer opinions/observations
  • Customer needs and wants
  • Customer segmentation analysis

1 Naughton, K. Tired of Smile-Free Service? Newsweek. March 6, 2000, pp. 44-45.

2 Mieszkowski, K., Let your customers lead. Fast Company. April, 2000, pp. 211-226.

For more information:
E-mail us at: DrSurvey@MetricsOne.com
or call us at: (504) 231-8239
 

 

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