A key success factor for improving customer service is to have measures in place. Besides it being good business to measure the areas you wish to manage well, there is a bunch of other reasons why measuring customer service is essential.
I’ve taken inspiration from global and local businesses (of all shapes and sizes) that have seen the benefits of measuring service. I’ve kept track of these companies over the years and have listed below the top 10 reasons why you should measure customer service.
- You want to have a goal for your customer service levels, so it’s easy to score as a performance indicator.
- You want to learn from real-time feedback, so you can make relevant improvements ongoing.
- You want to track progress of your customer service efforts to help motivate staff.
- You want to use evidence and social proof to promote to new customers how well you will look after them.
- You want to have insights to demonstrate growth and improvements to shareholders and investors.
- You want a tangible way of recognising and praising employees for great service.
- You want facts to support your performance conversations with employees.
- You want to keep the team focused on the areas of the business that need managing (what gets measured, gets managed).
- You are going through organisational change and want to keep customer service front and center during the change.
- You have invested in customer service training and need to demonstrate the Return on Investment.
I’d love to hear which of these resonates with you and your business. Perhaps you have another reason for measuring customer service?
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Let’s start the conversation.