Framework for Monitoring Customer Service
Dear all, please let me know what is an approproate framework for monitoring customer service.
Thank you in advance for your help. Miragha.
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Omphemetse K. Sebego, Botswana
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Customer Service Monitoring Methods
Different initiatives such as dipsticks, mystery shoppers and customer satisfaction surveys (SERVQUAL) could be employed to monitor CS delivery.
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Westrik, Netherlands
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Mystery Shopper and Customer Complaints
I don't know about any framework for monitoring CS, but during my internship CS is measured by means of mystery shoppers, just as Omphemetse mentioned.
I think customer complaints have to be taken into account as well, though only a small percentage with complaints will actually complain to the company directly.
I'm curious too if there are other frameworks available!
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Westrik, Netherlands
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Re: Call Back to the Customer
@Mary Grace Mabunga: I totally agree with your addition.
However, there is an important implication... Sign up
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