Price : $ 49.00   

 

• Small business owners and leaders interested in measuring service quality in their organization
• Customer-facing staff

This survey is designed for small businesses with small or informal sales, marketing and service structures.

Purpose of Survey
The Service Management Analysis is designed to assist the small business to assess how well it is performing in terms of providing excellent customer service. It is based on the fundamental principles of best practice customer service and invites your people to indicate whether or not they are in agreement that these principles are working well in your business.

Key Questions answered from the Survey

1. Whether the business understands the needs and expectations of its customers?
2. To what extent the business responds to client needs?
3. The extent to which the employees attitude towards customer management is appropriate in the business?

When should you use this Survey

• When sales objectives are not being achieved
• When customer complaints are excessively high
• When looking to retain or grow your customer base
• When seeking to improve the customer experience

Areas of Analysis
Service Quality Standards
Assesses levels of employee commitment and how well goals and tasks are formalized to meet customer needs efficiently.

Customer Communication
Considers how well the business understands the needs and requirements of its customers by means of free and easy information flow between customer facing staff and business leaders.

Customer Management
Looks at how well the customer relationship is managed. Elements such as business tangibles (e.g. facilities), levels of reliability and responsiveness, assurance and client empathy are considered as being critical to the client relationship.