Start by pulling together data from the following sources: Your team needs a way to consistently measure customer service quality, a measure they can use before the service is delivered instead of afterward. What one person considers spectacular service might be merely acceptable to another, based on their unique expectations and past experiences. What if those customers don’t agree with each other’s assessments of your service? It is your customer base who will ultimately decide whether or not you are delivering great service, but that leaves us with a conundrum. How can you know whether your customer support department is consistently delivering high-quality service? You need to measure quality directly, which means first understanding what “quality” service means for your company. Step 1: Define customer service quality for your company Learn more about measuring support quality beyond CSAT and NPS in this webinar, featuring Beth Trame of Google Hire, Shervin Talieh from PartnerHero, and Mathew Patterson of Help Scout. In this post, we're going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.Ĭustomer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. They might love the product, and your service is just okay enough not to make a difference. Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service.
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