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Customer questionnaires/comment cards Because the waiter may forget to relay your comments back to the chef or the manager, many restaurants prefer to put a comment card on your table and ask you to complete it before you leave. Other businesses do this too. Cards are available in tesco stores for customers to complete if they have a comment or suggestion to make. many businesses want more information than would fit on a comment card so they issue questionnaires for customers to complete. you will often find these in hotel rooms and many travel companies issue them at the end... Continue reading

Complaints and compliment letters If a customer makes a complaint, either by telephone or letter, this indicates a possible problem area. If several complaints are received about the same thing, there is obviously a serious problem that needs immediate attention. this is why organisations record the complaints they receive and then check them to see if there are any common factors. Similarly, a card or a letter which thanks the staff for wonderful service or praises a product is to be treasured - which is why many organisations pin these on a notice board or make mention of them in... Continue reading

Mystery customers? Some retailers employ mystery customers to visit their own stores to assess staff. they may also check competitors stores to compare service levels. They will be interested in factors such as the following ; Speed of service. The way in which the service was delivered the attitude of the sdtaff the quality of the finished result. It is not only retailers that use mystery customers. one health authority has also employed then to check if doctors and nurses are washing their hands. Examle: Continue reading

Staff Feedback? Staff feedback is valuable for two reasons. first, many staff deal directly with external customers. They can therefore pass on comments made by customers - both positive and negative. Sales representatives, for example, are usually expected to chat to customers regularly and pass feedback to their manager. Second, staff are internal customers, so their views are also important. If many staff are unhappy and leaving to work elsewhere it is sensible to find out why. For that reason, most organisations regularly assess staff views by issuing questionnaires, by holding meetings with the staff association or group that represents... Continue reading

Informal Customer Feedback? When you finish a meal and a waiter asks you if everything was fine, this is a cheap, easy and informal way of getting customer feedback. Other methods include watching customers as they enter and leave and chatting to them. many retailers do this - noting comments people make, how long they stop and look at certain displays and whether they have made a purchase or not. this technique can be adapted by other organisations - such as watching visitors in reception, checking that they have not been waiting too long and ensuring that receptionists pass important... Continue reading

Time taken from order to delivery. Time to deliver the product to the customer. E.g. At argos when you order your product it takes 5 minutes to receive your product. If it takes longer to receive your product argos will apologise to you. if it takes even longer to receive your product you might receive a discount. Continue reading

Volume of marketing material sent out and responses generated. Sending leaflets out to customers and getting a good response is good customer service. E.g. Domino's pizza post leaflets straight to customers houses, and domino's get loads of response's. Continue reading

Number of contacts with a customer each month. Number of times the customer has been in contact with the business. A business should get it right the first time. E.g. Customers Phone HSBC bank at every month to check there account. Continue reading

Average order fulfilment times Average time it takes for you to get your product or service. E.g. When you order at food at pizza hut it takes half an hour to get your food. if it takes more than 30 minutes to get your food that is bad customer service. Continue reading

Number of damaged or faulty gooods returned. If you get damaged or faulty products returned to the company, they are delivering poor customer service. E.g. if things online (amozon) you don't know if the product is in good condition. Continue reading

Number of complaints about your employees. If customers complain a lot about your staff, they are delivering bad customer service. E.g. http://news.bbc.co.uk/1/hi/business/3661227.stm Continue reading

Number of queries or complaints about your products or services. If you have loads of complaint from customers, you are delivering poor customer service. E.g. A few years ago Gap got loads of complaints, because they were using you children to make there products. Continue reading

Sales renewal rates Reapet bussiness. good customer service people keep coming back again and again. E.g. People with annual passes keep coming back to thorpe park, this is good customer service. Continue reading