Madeha's blog

mystery customer:

some businesses employ mystery customers, to do an assessment on their staff. They'll be looking at how they approach customers, their attitude towards the customers, if they exceed customer expectations and the quality of the finished result.

staff feedback:

Ask the staff what they think they can improve on customer service, and make more sales, you can do this formally face to face. Feedback from customers can be positive or negative.

You can also do staff feedback, by asking your own employees how you think your doing and if there are any problems.

You can do this by questionnaires or a group meeting.

 

customer questionnaires:

Usually an A4 sheet of paper with 5-6 simple questions for you to answer. This is so the company can get feedback and see what they are doing well on and what they need to improve on.

 Example "John Lewis" they ask a question such as:

 what can we do to imrove?

whats the most thing that you really like about john lewis?

 

Informal customer feedback:

 A person is giving feedback on what they doing, and whether or not they're doing it right or not. Example if you go to a resturant and the waiter asks you whether you need anything else, that's what you call a good customer service they are keen to make sure that your alright. And if the waiter or staff don't really ask you that shows that they have a bad customer service, and they need to improve.

Volume of marketing material sent out and responses generated:
if you send out many adverts, and deliver a big response your delivering good customer service. example, dominos send out pizza regularly and give out offers such as, "Any pizza Any size Only £9.99
Hurry, offer ends soon!"

Number of contacts with a customer each month:
Number of times the customer has been in contact with the business. A Business should get it right each time. My family had bought a grass cutter, but it didn't work it was making funny sounds, so my parents had alot of contacts with the argos manager.

    

Average order-fulfillment times:
It's an evrage time for you to get your own customer service. its how long your product or service. example 'Boswells' "I couldn't het my ice blast, because the staff at boswells weren't appearing on the till.

 

Number of damaged and faulty goods returned:
If property you is damaged, or the faulty goods returned, this shows that it's a poor customer service.

Number of complaints/compliments

If the company get plenty of complaints this implies that they're delivering bad customer service. They will be able to see if the complaints they are receiving are similar or different. If they are similar, it will be a sign that they are clearly doing something wrong and needs to be corrected immediately if possible.

Compliments are the same except they are doing the right thing and should continue to keep doing it. example, virgin airways got a complain from a customer which was six pages long.   

number of queries or complaints about your products or services:
if you have load of complaints this shows that you have a bad customer service. Example Gap. their clothes were made by young children, a few years ago. On the other hand "We received complaints from people who feel Chris Evans is an unsuitable replacement for Terry Wogan and that his new breakfast show is of a poor quality". (bbc news)