If you want to measure achievement
and improvement in customer service, the only true measure
is customer satisfaction from the customer’s point
of view. This is effectively achieved by conducting
regular client satisfaction surveys via the telephone.
Two types of survey can be conducted
with clients. The first would be to new clients, and
the second would be to established clients at an appropriate
point in the purchasing cycle.
Your first survey is designed to
establish the customers response to the sales process,
and the second is to establish how the client feels
about the products or services they use, and how they
feel about the customer care they receive.
These are the factors you should
consider when designing your survey:
- What activities do you want to
measure?
- Whose performance do you want to measure?
- What measures will you use?
- How frequently will you measure performance?
Your survey should cover the aspects
of your service that are important from a customers
point of view:
- The response of your staff to their
queries.
- The location and convenience of your service delivery.
- Availability of product or services information.
- Waiting times.
- Choice of payment methods and value for money.
- Presentation of the products or services.
- Availability.
How can ags help you with
client satisfaction surveys?
If you want to implement a client
satisfaction programme into your marketing plan we can
help.
ags specialise in conducting surveys
for small to medium sized businesses.
Through a team of experienced market
researches your business can benefit from:
