Service Quality Monitoring
Everyone is aware how important consumer loyalty is for business success. Loyalty of consumer greatly depends on service quality. There is statistical evidence suggesting that among those consumers who refuse to continue consumption of one or another product, 69% complain on service quality and only 13% are dissatisfied by product. Therefore, company might lose more consumers due to service quality than due to low quality of goods. Hence, you need to understand:
• How well do your personnel serve clients;
• How well they own sale skills;
• How effective were service trainings;
• Which is particular “problematic” personnel/object;
• Which service parameters require adjustments, etc.
Identification of shortcomings related to service on time allows you to promptly take actions and eliminate weaknesses. We offer you service quality evaluation according to each personnel as well as evaluation of cumulative indicators of sale objects.
By conducting mystery shopper survey on some regularly bases you are able to control quality service at your company. When your personnel know about the control it will not allow them to relax.