Why retail businesses needs to monitor
customer service levels
To keep informed of the perception of service through the
eyes of customers.
To allow for quick identification of any trends / changes in
the service levels being offered.
To provide management with an objective means of appraising
the effectiveness of their customer service training - linking to key
performance indicators (KPI's)
To provide management with an
objective means of appraising the performance of individual locations and
employees.
To establish an acceptable ‘benchmark’ for companies,
whether direct retailer or shopping centre, on the customer service
standards that should be maintained.
To constantly emphasise the importance and priority
‘customer satisfaction’ must be given by all personnel.
Research has shown that companies can boost profits
by almost 100 percent by
retaining just 5 percent more
of their customers.
Statistics show that a happy, satisfied customer is
likely to tell four people, whereas an unhappy customer will tell at least
nine people.
Program Options – Direct Retailers
3 visits per store per annum - scheduled 4 months apart.
4 visits per store per annum - scheduled quarterly.
6 visits per store per annum - scheduled bi-monthly.
12 visits per store per annum - scheduled monthly.
24 visits per store per annum - scheduled fortnightly.
52 visits per store per annum - scheduled weekly.
Much of the data collected can be viewed on-line and in easy,
quick to understand charts.
Easily monitor
store improvements and identify both points of concern and commendation.
Program Options – Shopping Centres
Casual Visits - based on min. of 10 reports.
1 visit per tenancy per annum
2 visits per tenancy per annum - scheduled 6 monthly.
3 visits per tenancy per annum - scheduled 4 months apart.
4 visits per tenancy per annum - scheduled quarterly.
6 visits per tenancy per annum - scheduled bi-monthly.
12 visits per tenancy per annum - scheduled monthly.
Pricing
Please contact us, using the below link, to discuss your needs.
We can provide a detailed quotation upon receipt of your expression of
interest.
