Evaluating Customer Service

Why is it vital for organisations to measure how effective they are in meeting customer needs, increasing business, retaining customers, and maintaining market share?

• To ensure they are meeting customer expectations and staying competitive

• To reduce operational costs significantly

• To comply with government regulations

• To focus solely on product development

What can happen to an organisation that does not measure its effectiveness in any delivery area?

• It may face inefficiencies and lack of improvement.

• It will automatically improve over time.

• It will become the most effective organization.

• It will not be affected at all.

In any role, it is important to be able to assess if you are working effectively. Organisations can measure the effectiveness of individuals by a number of methods. Which of the following is a method to measure organisational effectiveness?

• Customer feedback

• Random selection

• Guesswork

• Coin toss

In any role, it is important to be able to assess if you are working effectively. How can individuals assess their own effectiveness?

• By setting personal goals and tracking progress

• By waiting for feedback from others

• By ignoring feedback and continuing as usual

• By comparing themselves to others

How do organisations obtain feedback or information using focus groups?

• By conducting surveys

• Through one-on-one interviews

• By organising group discussions

• Via online questionnaires

Organisations obtain feedback or information using complaints by:

• Ignoring them

• Analysing them to improve services

• Punishing the complainant

• Deleting them immediately

Organisations obtain feedback or information using competitors' activities by:

• Conducting surveys

• Analyzing market trends

• Monitoring competitors' marketing strategies

• Implementing customer feedback systems

Explain how a company might monitor customer service in competitor benchmarking.

• By analysing customer feedback and reviews of competitors.

• By conducting surveys with their own customers.

• By improving their own customer service policies.

• By increasing their marketing budget.

Published records are important in competitor benchmarking because:

• They provide historical data for analysis.

• They are always accurate and up-to-date.

• They eliminate the need for market research.

• They guarantee competitive advantage.

Complaints can be used to identify service failures by:

• Analysing the root cause of complaints

• Ignoring the complaints

• Rewarding the complainers

• Increasing the service price