How to evaluate customer service?

Informal Feedback: asking customers if everything is fine. asking customers face to face, checking that the service was good and making sure that the customer was satisfied with their service.

Customer surveys & questionnaires: handing out surveys and questionnaires asking customers if they have enjoyed their goods or service. asking if the service was good or bad.

Comment cards: allows customers to write down their opinion and make suggestions to improve.

Staff feedback: Staff feedback is valuable for two reasons. Firstly, staff deal with external customers. They can pass on comments made by customers. both positive and negative.
Secondly, staff are internal customers( inside the business) so their views are important. Many organisations find out staff views by issuing questionaires, holding regualar meetings.

Complaint letters: Making a complaint by either telephone or letter.

Complement letters: a letter or a card thanking the staff for a good service, or a praise.

Mystery customers: is someone the business employs to come and visit the store and assess the staff. mystery customers check that the staff are providing customers good service and treating the customer right. Mystery customers will be interested in:

• The speed of service.
• The way in which the service is delivered, is the service good or bad.
• The attitude of the staff.
• The quality of the finished result.