Summarize the primary overarching objectives organizations are using to assess effectiveness, including customer satisfaction and variations of it, net promoter score (NPS), and customer effort. Identify pros and cons of each, and hear recommendations on how to avoid common traps when using measures.
- Is it a good idea…to establish an overall measure?…I believe so, but there are some cautions,…some traps to avoid.…Let's turn to that issue here.…The rationale behind establishing an overall measure…is to have an easy way for anyone to see how we're doing.…To use a sports metaphor,…quality standards define and help guide…what we do on the field,…the overall measure is the score.…The three most common overall measures…include customer satisfaction,…net promoter score, and customer effort score.…
Measures of customer satisfaction,…or C-sat as it's often called,…are based on variations of the survey question,…how would you rate your experience?…An advantage is that your organization…is probably using this approach now.…It's by far the most common.…And it's legacy has created staying power.…Some companies have years worth of data…that serves as a baseline to see relative trends.…The biggest disadvantage is that the methodology's…usually different enough from one organization to the next…that it can't be used for apples to apples benchmarking.…
Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees.
- Defining quality
- Ensuring standards count
- Measuring individual performance
- Coaching customer service professionals
- Creating quality standards for the service organization