Measuring Customer service
Sales renewal rates -
This is the number of customers who come and buy off your business, company or shop. For example if the customer like the product the business will get more customers because the customer will tell their friends and etc. this is called word of mouth and is a popular way of getting more customers.
No. of queries or complaints about your products or services –
The business can read and count the number of queries and complaints the customers have said. The business can learn off these because if customers complain about something wrong with the product the business are able to fix it or improve to the majority of the customers needs which will keep the customers buying off the business and keep them pleased.
No. of complaints about your employees –
This is how many times your customers will complain about your business or the product. Even though complaints are bad you can learn off the customers with their complaints by taking advice from then so that you will be able to learn off them and improve the product, so in the future you wont lose customers. For example if a customers complains about your product being faulty you can fix the product so you wont get no more complaints and the customers will be happy with the product, which will end up in making more money and pleased customers
No. of damaged or faulty goods returned –
This tells you how many times customers have returned one of your products that have something wrong with it, making it faulty. By customers doing this you are able to take the product back and repair it. If the number of damaged faulty goods is high this is bad, for example customers can research about the business and making a decision that the product the business is selling has a high amount of faulty goods returned, making the customer think that the business is not reliable with their products and ending up by not buying one of their products.
Average order fulfilment times –
This shows the customers how reliable with you are with your time keeping of the business. Business’s will be in competition with one another because if one business can deliver their products faster than the other the customer will regularly prefer to use their product, considering that they get the product faster.
No. of contacts with a customer each month –
This is able to show you how many customers will keep in contact with you, this can also define how many customers you have for good or bad things, for example customers may keep contacting you if there is something bad with your product or service in which they are calling to complain or they may be calling you to keep buying products off your business because they think that your product are reliable and the customer is happy with it.
Volume of marketing material sent out and responses generated –
This shows how well your marketing method are and how you go about them. Customers may be interested in your business with methods that you use. For example customers may be attracted to your business from the way that you advertise your product, whether it may be on television, posters, or leaflets.
Time taken from order to delivery –
This shows you how long it takes for your product to reach the customer by ordering it. They may order by phone or online. This can define how reliable with the time keeping of your business and how organised you are with the product. Being reliable with time about your product is a key role because you will not want to upset the customer by delivering the item to your customers late.