Customer Services Assignment 4

Assignment 4

P4 Describe how customer service can be monitored and evaluated

M3 Explain how monitoring and evaluating can improve customer service for the customer, the organisation and the employee

Pass task Describe how the business you have chosen monitors and evaluates customer service. You can use the links below to help you
Monitor	Evaluate
informal customer feedback customer questionnaires/comment cards (halfway down page) staff feedback mystery customers - you could design your own mystery shopping survey and carry it out at the business you have chosen. Click here for an example from the NMM complaints/compliment letters	level of sales - Are their sales levels rising or falling? repeat customers - Do the customers come back? new customers - How many new customers are they getting? level of complaints/compliments - How many complaints or compliments do they receive? staff turnover - do staff constantly leave? This might indicate it is not a very good place to work. If they stay for a long time, it might show that it is a good place to work If you are visiting the business, you could ask the above questions
For an explanation of monitoring and evaluating customer service at the National Maritime Museum (NMM) click here

Merit task

Explain how monitoring and evaluating can improve customer service for:

a) the customer

Improvements to quality of service
Reliability

b) the organisation

improve service
keep staff
attract new customers
increase turnover
compliance with legal obligations

c) the employee

job satisfaction

working environment

You should give examples. E.g. by monitoring and evaluating customer service, the business can improve the quality of the service. Orange have recently introduced a survey of 15 customers per agent which is linked to a 20% bonus for their staff. This has increased motivation to provide better customer service.