Measure to celebrate success, measure exceptional customer service


The beekeepers, are some kind of mystery shoppers as they check the beehive regularly to ensure all processes are being done and beekeepers, of course, manage colonies of bees in order to harvest their honey. Their job includes caring for the bees, maintaining and monitoring the hive to promote optimal honey production. Measuring the service you deliver will enable you to know where you are, understand your gaps and fill those gaps if necessary. It’s also a great way to celebrate success with your employees, and be sure to do so.

“You can’t manage what you don’t measure”  is an old management adage that is accurate today. Unless you measure something you don’t know whether it is getting better or worse. You can’t manage for improvement if you don’t measure to see what is getting better and what isn’t. You need to measure those activities or results that are important to successfully achieving your organisation’s goals.

Key Performance Indicators, also known as KPI or Key Success Indicators (KSI), help an organisation define and measure progress toward its goals.

They differ depending on the organisation, it maybe:

* A KPI could be the percentage of its income that comes from return customers

* A customer service department may have as one of its KPIs the percentage of customer calls answered in the first minute

* A Key Performance Indicator for a development organisation might be the number of defects in their code

Measure to manage, measure to celebrate success:

* Measure what’s important

* Publish your metrics and benchmarks

* Reward people for achieving and exceeding their goals

Why, as a business, should you use mystery shopping to improve your customer experience?

Well it isn’t a difficult question to answer, because mystery shopping provides objective quantitative and qualitative feedback about their customer experience and conditions. Mystery shopping isn’t about picking on staff; it isn’t like “Big Brother’s House”, where people are watching you until you make a mistake. It is about understanding your level of service, good or not so good at any given moment, it is about celebrating excellent service and identifying “gaps” when the service isn’t so good.

The other way to measure your employees’ performances is during their yearly appraisal. The most challenging aspect of a performance appraisal is measuring the actual performance of the employee. Since the performance is measured by tasks performed, there is a continuous process that must be administered in order to monitor the performances throughout the appraisal cycle. An effective employee appraisal provides an opportunity to give feedback as well as receive it. The employee receives important information as to what areas of the job she is performing well and those that need improvement, so will know exactly where he/she stands. You will also receive feedback from your employee that can help with improvements in the work environment.

Which leads to measuring Employees’ wellbeing; research shows that employee wellbeing is more than just people’s medical health. Employers who confine their approach to conventional health factors, such as weight, nutrition and exercise, are missing critical clues on how to optimise a healthy and productive workforce. Companies now need to assess and measure their employees’ wellbeing to build a strategic health and well-being programme.

Last but not least, measuring your customers’ satisfaction by conducting a customer satisfaction survey and you will make your customers feel valued. You will also gain valuable insights. But don’t ask for feedback if you are not prepared to make changes.

When you do make improvements, tell your customers what you have done as a result of their feedback.

Measure the celebrate success, measure your internal and external customers’ satisfaction to ensure you are all going in the right direction… measure to deliver exceptional customer service.

Extract from the book, Thrive with the Hive, author Claire Boscq-Scott, BUZZ 4 MEASURE, download your copy here 

Check out Jersey Pages  P36 July Edition for the full article



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