Framework for Monitoring Customer Service

Customer Service Monitoring Methods
Omphemetse K. Sebego, Manager, Botswana, Member

Different initiatives such as dipsticks, mystery shoppers and customer satisfaction surveys (SERVQUAL) could be employed to monitor CS delivery.

Mystery Shopper and Customer Complaints
Westrik, Student (University), Netherlands, Member

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!

Tools to Monitor Customer Services
cernay maria, etudiante, Algeria, Member

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Methods of Monitoring Customer Service
Dr. Sapna Dadwal, Professor, India, Member

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CS Monitoring Methods: Zero Complaints
Ahmed Khator, Manager, Kenya, Member

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Generic Process for Monitoring CS
Praneet Varma, Manager, Indonesia, Member

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Monitoring CS by Call Back to the Customer
Mary Grace Mabunga, Student (MBA), United Kingdom, Member

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Re: Call Back to the Customer
Westrik, Student (University), Netherlands, Member

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Regarding Call Back
Mary Grace Mabunga, Student (MBA), United Kingdom, Member

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