2. Evaluating customer service delivery1 Summary Slide Evaluating Customer Service Delivery What is quality of service Benchmarking Using external quality criteria General customer service criteria The customer service process Measuring customer service Making improvements Traditional measures Primary research methods Points to remember Final point

3. 2 Evaluating Customer Service Delivery

4. Evaluating customer service delivery3 What is quality of service To meet customer expectations To exceed customer expectations Quality improvement is continuous Setting quality standards Assessing customer service against standards Evaluating customer feedback Setting action plans to improve quality Organisations can carry out internal quality audits to evaluate their quality and establish the ‘quality gap’

5. Evaluating customer service delivery4 Benchmarking Making a quality comparison based upon Internal selection The best department in the facility External selection The best facility in the area or province Benchmarking means learning from what other areas do well (good practices) and implementing the procedures in one’s own department or facility

6. Evaluating customer service delivery5 Using external quality criteria Set by independent organisations Can lead to an award for quality Nationally recognised Independently / externally assessed Examples QUEST Charter Mark ISO 9000 Investors in People

7. Evaluating customer service delivery6 General customer service criteria Price and value for money Consistency and accuracy Reliability Staffing levels Enjoyment Health and safety Cleanliness and hygiene Accessibility and availability Individual needs

8. Evaluating customer service delivery7 The customer service process Inputs Resources - Staff Physical facilities Outputs The provision or programme Service provided Inputs are converted to outputs by PROCESS Inputs and outputs are MEASURABLE

9. Evaluating customer service delivery8 Measuring customer service Setting performance indicators Setting targets Gathering information Are customers happy with the service How does the facility compare with others How does it improve its service Is it achieving its targets and standards What is causing poor service Are complaints monitored and actioned Is there a quality improvement plan

10. Evaluating customer service delivery9 Making improvements Are standards reviewed and raised Are staff and customer aware of these Are service procedures improved Is customer service regularly discussed Are new targets set and monitored

11. Evaluating customer service delivery10 Traditional measures Ticket sales Throughput Facility utilisation indices Financial measures Letters of complaint Walking the job These measures have limitations and do not reveal the true quality of customer service.

12. Evaluating customer service delivery11 Primary research methods Getting informal feedback from customers Getting informal feedback from staff Using observation including CCTV Customer surveys / questionnaires Focus groups Mystery shoppers Suggestion schemes / boxes Publicly display the results Publicly display actions taken Thank or reward the participants

13. Evaluating customer service delivery12 Points to remember Quality standards can be hard to define Quality standards can be hard to implement Customer have different perceptions Customers don’t always complain Customers’ expectations are constantly changing Customers are individuals Staff training must be a central feature Staff have different personalities Customer service is an intangible idea

14. Evaluating customer service delivery13 Final point Customer service should be visible Tell the customer good news about quality improvements Tell the customer what you intend to achieve Customer service should be measurable (where possible)