1. P5

2. Monitoring Customer Service - Methods
Informal customer feedback e.g. a waiter asking a customer how their meal was – the response from the customer is the feedback
Customer questionnaires / comment cards
Staff feedback
Mystery customers
Complaints and complaint letters from customers

3. Evaluate Customer Service
Investigation
Method
Level of sales
Check sales figures
Analyse by product and branch
Repeat customers
Check customer accounts to find out if they are returning to your store
New customers
Check number of new customers – this should also lead to higher sales (more revenue / profit)
Level of complaints / compliments
Check number of records of complaints / compliments – if there are more complaints then the method of improving customer service is not working
Staff turnover
How many members of staff are leaving over a given period of time. More is not good.