1. Monitoring and Evaluating Customer Service
<Student Name>

2. Monitoring Customer Service
Informal customer feedback –
Customer questionnaires/comment cards –
Staff feedback –
Mystery customers –
Complaints/compliment letters -

3. Evaluating Customer Service
Level of sales –
Repeat customers –
New customers –
Level of complaints/compliment letters –
Staff turnover -

4. Improvements to Customer Service
Quality of service –
Reliability -
Improvements to organisation –
Improvements for the employee -

5. Explain how Monitoring and Evaluating can Improve Customer Service for:
The Customer
The Organisation
The Employee