The main concern of almost every company is how to provide the best quality service. The quality of a service can be a major factor when customers want to decide which company they will choose to meet their needs. Customers usually have certain expectations in terms of the level of satisfaction they want to get from the company they use. Companies that can always meet customer expectations will enjoy smooth running of their business activities and have loyal customers. However, it will not be easy to improve the quality of service if you do not have input from your customers on ways to make improvements. Therefore, collecting feedback from customers and using it to measure service quality will play an important role in the preparation of work plans in almost every company.
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Method 1 of 3: Getting Feedback from Customers
Step 1. Take a survey
One of the easiest and most direct ways to get feedback from your customers is to ask questions. One easy way to do this is through a survey-by asking a series of questions about their experience. Surveys by asking multiple choice questions are very useful for companies because the answers to these questions can be easily calculated, making it easy to draw conclusions from the data obtained in the form of graphs, scatter diagrams, and so on.
- Surveys are usually carried out after customers have enjoyed the service (for example after dinner or when they are getting ready to leave the hotel.).
- Keep surveys short and fun – hardly anyone wants to fill out a long, overly detailed survey. People will prefer to fill out surveys that are short and to the point.
Step 2. Follow up the customer after providing the service
Another common way for a company to get feedback from its customers is to contact them after the service has been rendered. This is usually done by making use of the contact information provided by the customer as part of the pre-service procedure-for example, you can participate by filling out this feedback form if you receive a call from your cable company as a follow-up to the installation of the receiver. The use of this feedback form will be very good because it can provide an opportunity for customers to use your company's services before you ask for their opinion.
Unfortunately, one of the downsides to this way of getting feedback is that it creates a bad attitude or boredom. For example, if a family receives a call asking for feedback while they are having dinner, this will make them view your company negatively. The way to deal with this is to not contact your customers directly, for example via email, social media, and other means of electronic communication. However, electronic tools have been shown to provide better data on various demographic groups than telephone surveys
Step 3. Perform a usability test
The two examples of getting feedback above can collect service quality data from customers after they take advantage of the services of your company. On the other hand, usability testing allows you to get feedback from your customers when they use your product or service. In this usability test, some participants will specifically be given a sample of a product or service from your company while there are several observers who will pay attention and take notes. Participants will usually be asked to perform a task or solve a specific problem using your product or service-if they can't solve it, this could be a sign of a problem with the design of your product or service.
- Usability tests can be an invaluable source of data in improving a product or service. For example, if you are testing the quality of your new platform for writing with the Cloud program but you find that participants are having trouble changing the font size, you need to improve it by providing easier-to-understand options when you launch your product.
- To save on usability testing costs, take advantage of the resources at your disposal-perform these tests in your office, during business hours, and if possible, use existing recording equipment at your company. It will be very expensive if you have to rent this equipment.
Step 4. Monitor your presence on social media
Today, what's called "word of mouth" isn't just about talking to one another – the advent of social media in the last ten years has made it easier for people to discuss what they like or don't like online. Pay close attention to feedback being given about your company via social media – although standards in online communication are usually very high, people are usually more honest when commenting online because they don't need to be named as if they were doing it in person.
- If your company doesn't already have an account on a social media site (such as Facebook, Yelp, or Twitter), create one right away. This method is not only useful for starting to monitor your company's "footprint" on social media, but it can also be a means to promote your company and notify customers of any future activity.
- One excellent site for you to use is Yelp. Yelp can have a huge impact on your company because the site contains a wealth of widely used reviews and testimonials – based on recent research, several smaller companies report that having Yelp allowed them to achieve an increase in revenue of $8,000 in a year.
Step 5. Provide incentives throughout the feedback process
Customers are highly committed people, so their time and effort is well worth it. Therefore, you will be able to get feedback from customers if you want to appreciate their presence. One way is to pay your customers to give them detailed feedback or take part in testing. If you can provide funding for this purpose, you can still incentivize your customers to provide feedback if you want to be more creative. Here are some sample ideas:
- Give discounts or special status offers to customers who want to participate
- Register customers who have already participated in lucky draws or contests
- Give a gift card or shopping card
- Give gifts for free
Step 6. Use analytical data facilities for online business activities
If your company conducts some operations online, you can use the web facility to conduct analysis to make inferences about the service quality of your website. By monitoring which pages your customers view, how long they take to certain pages, and other browsing habits, you can draw valuable conclusions about the quality of online service from your company's website.
- For example, let's say you run a company that gives users the opportunity to pay to see videos of how to repair their own cars by skilled mechanics. By using an analysis tool so that you can monitor how many times a particular page is viewed, you will find that 90% of visitors view the price information page but only 5% choose one of the available services. This could be a sign that your pricing policy is not competitive-by lowering prices you may be able to achieve more profitable sales levels.
- There are several well-known web analytics such as: Google Analytics (free), Open Web Analytics (free), Clicky (required to register), Mint (paid), and Click Tale (paid).
Step 7. Enlist the help of a competent third party to get the feedback you need
If your company is in dire need of service quality measurement, there is one important thing that you must remember that this task does not have to be done alone. If you don't have the time or resources to collect customer feedback effectively, try to find a company that provides high-quality customer service. The best companies in this field will put your company's specific mission first when addressing your need for customer feedback and helping you resolve any issues as quickly as possible. For companies that have sufficient budget to enlist the help of a third party, the solutions they provide can greatly save time and increase efficiency.
However, using a third party service to provide customer service can sometimes make it seem as if your company doesn't see their opinion as an important issue that should be handled on its own. Therefore, when using third-party services for customer service, you must be able to present an empathetic "human" image to customers
Step 8. Show customers that their feedback is valuable
Ask yourself: if you were a regular customer, would you prefer to take the time to send your detailed written opinion on service quality to: a large organization you do not know and you are not important to them, or a company run by human beings who are willing to give their time to respond to customer needs? The answer is obvious. If your company has a reputation for taking its customers' concerns seriously, you can get more (and better) feedback without needing to make changes. What is needed is to put more time and effort into caring for the customers who have contacted you by providing their feedback on the quality of your service.
An easy way for companies small and large looking to do this is to respond to your customer's comments and concerns on social media, because this is where your feedback will be most visible to other customers. You probably won't be able to prevent a customer from leaving you feeling dissatisfied, but if you respond to any anger shared via social media in a polite and professional manner, for example, you can do your best in a bad situation and may even be able to return the favor. again these customers into your company
Method 2 of 3: Evaluating Your Company
Step 1. Measure quality based on what the customer conveys through his contacts
If you are designing a survey or other way to measure the quality of your company's service, focus on measuring the things that matter most (because customers usually don't like having to fill out long and complicated surveys.) is what the customer conveys through his contact with your company. By knowing the interactions that take place between your customers and your salespeople, you can determine whether the company's interactions with your customers are satisfactory. Also, by asking the questions below you can "solve" the problem of a misbehaving employee. Ask the following questions:
- Who (are) employees who provide services for you?
- Do these employee(s) provide services with good knowledge?
- Are they as polite to customers as they are to other employees?
- Do they show confidence and trust?
Step 2. Assess the company's overall sense of empathy
If your company is in direct contact with customers (as opposed to other companies,) you should be able to convey the idea that your company cares about its customers. There's no one particular way to do it-the solution to this problem lies partly in marketing, partly in imagery, and partly (mainly) in quality of service. So that you can measure quality through surveys and so on, focus your efforts by asking the following questions:
- Can customers feel that the company and/or employee(s) care about the people they serve?
- Do customers feel that they have received individualized attention?
- Can the company demonstrate a welcoming and friendly environment?
Step 3. Measure the reliability of the company
High service quality in the short term does not necessarily mean that this company can survive in the long term. Consistency is a very important aspect of high-quality service – research has shown that according to customers, reliability is generally considered the most important aspect of good service. Reliability is the reason that a giant multinational company like McDonalds can attract customers anywhere. Customers always want to get the same level of satisfaction every time they use a product or service from a company. Therefore, so that you can assess the consistency of the services you provide, ask the following questions:
- Can employees or companies provide services accurately?
- Do customers feel that the company or employees can maintain their services in the future?
- Do customers want to use the company's services again in the future?
- If this is not the first time a customer has used the company's services, how will their last experience compare to the previous one?
Step 4. Measure the company's responsiveness
Of course, it's clear that every customer, wherever they are, wants to interact with the company in a friendly, courteous, fast way that can satisfy their needs. By measuring the company's responsiveness, you can determine whether you need to increase resources in order to provide better service to your customers by conducting training for your employees so that they can work more effectively, adding new employees, and/or implementing different strategies in handling customer. Try asking some of the following questions:
- How much willingness and ability of employees to respond to customer needs?
- How fast is the service provided?
- Do employees seem happy to offer additional services?
Step 5. Measure the tangible aspects of the customer experience
Even the happiest, fastest, and most skilled employees will not be able to provide high-quality service if they don't have the equipment to do their job or if the company's physical environment is unfavorable. Keeping the tangible physical aspects of your company in good condition is an important aspect of providing high quality services. Find the flaws in your company's operations by asking the following questions:
- Are all equipment working properly?
- Does the product or company look clean and satisfying?
- Does the appearance of (the) employees look professional?
- Is every communication clear and professional?
Method 3 of 3: Improving Your Company's Services
Step 1. Provide clear service standards to your employees
Employees' work can be hampered if they have to follow a lot of unclear rules, so there should be some clear direction for such an important area as customer service. Employees must clearly understand what is expected of them when they interact with customers and provide services. This means that your company must be able to serve customers with a friendly, helpful attitude, willing to please customers with fast and professional service. Other needs may vary, you and your company's management can choose the best way to convey your goals to employees.
Simple regulations in terms of service are often more effective. For example, the fast-food pizza company Little Caesars in America provides its employees with a simple guideline for customer service that is "serve the perfect pizza and a smile in 30 seconds or less." This simple directive contains the most important criteria in providing service (quality, friendliness, and speed) and states as clearly as possible what kind of service is expected
Step 2. Compete for talented employees
The most important resource that a company can have is its employees. Without skilled and motivated employees, it is almost impossible for you to provide consistently excellent service; but with them, you can do this. If you want to get the best employees for your company, don't wait for them to come to you-instead, go after them and make a great offer if you meet them. Advertise your company's job vacancies online and in print, or include your company in career fairs. Maintain good relations with your network of business contacts and let them know if you are looking for employees. Most importantly, offer better compensation than those offered by your competitors.
One of the right policies for getting good employees (and increasing the loyalty of existing employees) is to offer “careers”, not just jobs. This means you should be able to provide a decent salary with good benefits and (most importantly) the opportunity to get promoted by working hard. Employees who can see the long-term benefits of their current job will be willing to put more time and effort into providing exceptional service to your customers
Step 3. Offer incentives to your employees for good service
What is the best way to get excellent service from your employees? Appreciate them. Incentivizing good service means offering tangible rewards if your employees can achieve or exceed your desired level of service quality. This award can be given in the form of money, but it can also be in the form of other facilities such as leave, promotions, gifts, and so on. The existence of a good reward system will inspire employees to provide good service because this method will give them the greatest reward.
For example, auto dealers usually pay their salespeople on a commission basis-this means that a car salesperson will be paid a certain percentage of the profit on the sale of the car. This will be very beneficial for both parties, the salesperson and the car dealer: because the salespeople will try their best to sell the cars so they can make as much money as possible and increase the number of cars sold by the dealer
Step 4. Make tracking your services an ongoing part of your company plan
Measuring the company's service quality is not an occasional task. If you want to maintain a high quality of service in the event of a problem, this measurement must be an important and ongoing part of your company's operations. Consider using the following strategies in preparing the company's future schedule:
- Hold regular meetings to discuss service quality with your management staff
- Perform employee assessments regularly with the aim of improving services
- Periodically review the training system for new employees
- If needed, provide resources to monitor your company's online "profile" (or even add new staff or from within the company to do this task)
Step 5. Make it easy for customers to submit complaints and receive feedback
Companies that want to improve the quality of their services should not be afraid to "face complaints." A smart company will let its customers submit their complaints easily if there is an error - after all, the customer (of course) will be the best decision maker in terms of service. Collect feedback from your customers for example by collecting comment cards next to your calculator or more complicated is to create an online database to find out what customers want in terms of service-you are free to determine the most appropriate way for your company.
Whatever you do to get feedback from your customers, try to give as much feedback as possible. This isn't just a show of courtesy – it will also foster a sense of community with your customers and show them that their opinion is valuable. You should of course respond to well-founded complaints via social media and popular sites to provide reviews like Yelp because the reviews you submit here can be read by millions of people
Tips
- If possible, conduct surveys in the everyday language of your customers for more complete and accurate results.
- Prepare so that the questions or list of questions you ask can get feedback specifically about the employee, company, or service.
- Offering prizes in the form of discounts or opportunities to win sweepstakes can increase the number of responses to surveys you take.
- Limit the number of questions asked to increase the chances of getting a thoughtful answer.
Warning
- Measurement of quality and customer satisfaction is a very subjective thing. Other measurements must also be carried out, for example to determine the quality of the product or service provided.
- The chances of an error occurring will increase depending on the number of surveys that were submitted to the customer but not returned.
