Customer Service Measurement
The old management adage, ‘You cannot manage what you cannot measure’ is true across many disciplines with service quality being no exception – your organisation or department simply cannot improve its customer service performance without a solid understanding of its strengths and shortfalls.
Ethos Consultancy recognises that service quality improvement is much more effective when improvement solutions are tailored to an organizations ‘real’ needs. As a result, a wide range of customer service solutions that guide organisations through a complete customer service measurement cycle have been devised. We measure your performance in order to best understand your improvement needs. Learn about customer service improvement.
Customer Service Measurement Cycle
Every client is different and vary in their level of service maturity. Ethos understands that a ‘one shoe fits all’ approach is not in the best interests of our clients. Ethos works with each client, carefully observing the intricacies of their business objectives so as to produce a customised customer service measurement plan. Ethos integrates tried and tested services with its in-house technology to deliver superior solutions. Activities within our customer service measurement cycle include:
Mystery Shopping is an essential part of achieving service quality excellence providing Ethos and its clients an insight into real customer experience issues. Learn about Mystery Shopping.
Employee satisfaction surveys help employers identify key areas in the organisation which contribute to employees overall business and to the delivery of superior customer service. More about Employee Satisfaction Surveys.
Customer perceptions of critical success factors is vital to increasing customer satisfaction. The easiest way to measure this is to ask them. More about Customer Satisfaction Surveys.
Developed in-house, KnowledgeTRAK Surveys enable users to create and publish customised surveys in minutes, view results graphically and in real-time. More about KnowledgeTRAK Surveys.
KnowledgeTRAK Mystery Shopping
Ethos has developed its own suit of products that complement tried and tested measurement techniques and deliver superior results for clients. More about KnowledgeTRAK Mystery Shopping.
ReplyFirst is an online feedback management solution that allows organisations to reduce the total volume of customer complaints by providing a better quality experience. More about ReplyFirst.
International Service Quality Benchmarking
Results against peer organisations is one of today’s most effective customer service improvement methods. Ethos Consultancy partners with organisations and institutions world-wide in order to provide its clients with shared learning facilities.