Keeping an eye through the method of survey is the most tried and true method of measuring customer satisfaction. Providing the overall picture of how customers on a certain day are assessed based on their experience as well as their perceptions and the outcomes.
Customer service is the force for repeat business using its most effective methods of advertising: word of mouth.
With the trends in both business process outsourcing (BPO) and knowledge process outsourcing (KPO), a number of establishments utilize the survey as a means in setting the marketing database, however the lowdown is it leads to the distrust on customers driving low response rates protecting their personal information.
To help in monitoring customer service there are some effective ways and instead of requesting personal information, have it as an incentive. “Complete the questions and 5% off on your next order!” or something along those spiffs that’ll keep your customers engaged and reason enough to complete the survey without the feeling of being asked with personal information.
Your staff can be a source of information on how other staff members treats customers, in a good or bad way. Your manpower can be involved in assisting with monitoring customer service. Providing incentives to the employee that reports excellent service by a coworker. Providing either a weekly or monthly one on one with each staff member so that they can establish an area of opportunity to better customer service operations.
A standard practice on most outsourced call centers, quality assessment agents are employed to listen to call recordings and assess base on the specific metrics established by the center. Call center agents or representatives does not know when a call is being recorded thus maintaining the necessary standards on required level of service to each customer that calls in.