Don't Just Collect Data; Create Value

Service Measures and Metrics are a valuable building block for service improvement.

- Ron Kaufman

But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team.

CLARIFY WHAT YOU ARE MEASURING AND WHY

Just because you can measure many things doesn’t mean that it makes good sense to track them all. What do you really want to know, and what action will you take with what you learn? Review this list and then decide which insights will be most helpful to improve your service now.

CUSTOMER SATISFACTION:

What are your customers’ perceptions and expectations of your service? How satisfied are they with what you have delivered? Customer Loyalty: How often do your customers buy from you? How often do they refer or recommend you? What is your share of their wallet? How connected do they feel to your service and your brand?

EXTERNAL SERVICE PERFORMANCE:

Is the service you provide sliding, stable, or stepping up? Are you hitting your performance indicators and meeting service-level agreements?