Methods of Evaluating Customer Service

Question 1

Written Surveys

Answer 1

These can be pre-printed forms or questionnaires posted out, emailed or posted online for the customer to complete. The organisation should seek to gain as much feedback as possible to get a true representation of customer opinion and satisfaction levels. Written surveys mean that customers are given the opportunity to share their opinions and therefore, they feel valued.

Question 2

Telephone Survey

Answer 2

Customers may be telephoned and asked pre-set questions. This method can be cheap and effective. These surveys generate instant data which can be used for tweaking customer service strategies.

Question 3

Face-to-face Interviews

Answer 3

A face-to-face interview involves the interviewer and the customer sitting down together and the interviewer asking the customer a series of questions about what they think of the customer service they experience. Face-to-face interviews allow the interviewer to clarify any questions to aid understanding which helps gain more accurate feedback.

Question 4

Suggestion Scheme/Boxes

Answer 4

These provide customers and employees with the opportunity to suggest new ideas to improve or expand customer service. They are good for internal use. Suggestion Scheme/Boxes help motivate staff and create loyal employees because they feel their opinions count and therefore feel valued.