Measuring your customer service tells you where you are now and how you measure up against your competition. This important benchmark helps you to set your strategy for the future, there are many aspect of market research and one of the methods to measure customer service is mystery shopping. A Mystery shopping programme measures whether we are doing things right according to company standards and customer satisfaction measures, and are we doing things right according to customer expectations.
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…