Service Quality Rater
To help organisations develop their customer service culture we recommend the Service Quality Rater (SQR) ... a simple-to-use tool to enable Small and Medium Enterprises to measure their customer service satisfaction rates against a set of generic criteria. These criteria have been established as being most important to customers.
Why measure customer satisfaction?
If you concentrate on what matters most to customers you will maximise competitiveness and profitability. If you self-assess to measure your customer satisfaction you will be able to:
- Understand your customers' needs and whether your service levels meet their expectations
- Identify staff who do not understand customers' priorities
- Set targets and measure service improvement
- Increase customer referrals and customer loyalty
- Compare your results across departments both within your business and against competitors
SQR uses the well-established Gap Analysis method of measuring service quality for both internal and external customers. For more information, click the logo:
.. or email Customer 1st International at tellmemore@customer1st.co.uk
Benefits for organisations
Now, more than ever, your customers and clients will expect to receive service that is second to none. The 'pay back' is that businesses which - in the eyes of their customers - provide excellent service will benefit from:
- Increased customer satisfaction and loyalty
- Increased recommendation and referral rates
- Increased customer spend and premium pricing opportunities
- Improved staff morale and satisfaction
Service Excellence Toolkit
For a different angle on Self Assessment try out the Service Excellence Toolkit
Telephone: +44 (0) 1985 841070
E-mail: tellmemore@customer1st.co.uk
