Measuring Customer Service

1. BTEC Level 2 Business – Unit 2 P4 Measuring Customer Service

2. How do you measure Customer Service? • Sales renewal rates • No. of queries or complaints about your products or services • No. of complaints about your employees • No. of damaged or faulty goods returned • Average order-fulfilment times • No. of contacts with a customer each month • Volume of marketing material sent out and responses generated • Time taken from order to delivery

3. Sales renewal rates • Sales renewal rates means when people use your business once and then after that they keep returning this means that your business is successful. If people do not return this means that your business is not successful because customers are not returning to your business. A real life example is when someone visits a shop and they are impressed with it, they may keep returning.

4. No. of queries or complaints about your products or services • Good customer service is when you do not receive complaints about your business, so if you are receiving complaints you are not helping your customer that much. A real life example of this is when an employee is rude to a customer, so they complain.

5. No. of complaints about your employees • If you are receiving complaints about your employees it is the same as people complaining about your services but this time it is the employees who are the problem so you can’t just concentrate on services so you also have choose you employees carefully.

6. No. of damaged or faulty goods returned • If the number of faulty goods is high it will not do you business good with profit or increasing sales renewal rates if people find out that your business sells faulty goods. An example of this is comet or curry’s when they give customers warranty so if a good is damaged customers can return it but they have to have the receipt.

7. Average order-fulfilment times • This means the average time taken to fulfill an order, this is a good thing. An example is our business because we have to give our orders out on time so people come back to us.

8. No. of contacts with a customer each month • If the customer/the business has to ring about the product it means it is not successful. The less customers that contact you the more successful your product is. For example when customers ring about a faulty product, the business will worry about all the goods if they are faulty.

9. Volume of marketing material sent out and responses generated • This is when a business sends out adverts and it would be successful if people respond to the advertisements. For example in Domino’s pizza they send leaflets through peoples letter boxes to give them information about the sorts of prices they have.

10. Time taken from order to delivery • If a delivery takes time your business are not fulfilling orders on time, this may cause customers to go elsewhere. An example of this is when a business sends an order out and is not given in on time, so the customers have the right to complain or go elsewhere.

11. Comment cards • Customer comment cards are when business asks customers about their product, instead of asking them to their face. A real life example is when you are in a restaurant they put a card in front of you instead of the waiter asking you.