From the course: Service Metrics for Customer Service
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Assessing service interactions
From the course: Service Metrics for Customer Service
Assessing service interactions
- Let's now explore ways to assess and measure individual service interactions. Here we'll take a deeper look at how to track and leverage quality for individuals, and look at scoring alternatives. And I'll offer some recommendations to keep in mind as you interpret results. There are a number of alternatives for assessing the quality of service interactions. The most common include direction observation, role play, recorded interactions, customer input, mystery shoppers, analytics if you have recorded interactions, and potentially others. We recommend getting input from both the customer's perspective and internally. Today there are many solutions that enable you to survey customers through the channels that make the most sense, and in an era of customer fatigue from being over-surveyed, it's notable how high the response rates can be for transaction-specific surveys that are short, easy, and immediately follow an interaction. And with automated surveys, you can get a large sample…
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