Well-known management consultant, Peter Drucker, said, “What gets measured, gets managed.”
His management philosophy means that a best plan of action is to measure the things that matter to your company. One of the most important things to measure is customer satisfaction.
If you’re ready to more than meet your customers’ needs and exceed their expectations every time, you want data you can measure.
Here’s how to measure the success of your support department.
How to Measure Satisfaction
One way to measure success is to send out feedback surveys. This helps you assess how well your support team is doing, while learning what your customers need and expect.
These metrics help you keep tabs on what your customers experience when they talk with your support team. Is the time spent with your support staff easy, or is their time difficult and frustrating?
You can always use the Net Promoter Score (NPS) survey to measure customer satisfaction. Yet, in this case, the NPS merely scratches the surface of your customers’ whole experience with support.
Consider also sending surveys that measure the following:
- The number of conversations a person had with your support department to resolve the issue.
- How many customers hung up frustrated.
- If your customers felt their issues were resolved.
- Overall satisfaction.
- If customers felt the amount of time spent on the phone was satisfactory.
- Whether or not the team member was friendly, courteous and ready to help.
Your customer support department is highly measurable. From things such as call volume, chat time, interaction counts, resolution rates, and customer satisfaction, you can record data and measure it quite easily.
Remember that you can only change and improve the things you are aware of. If you don’t know about the success of your support department, you can’t reward it or improve it.
Because your support department and ensuing customer service is meaningful to the success of your company, it makes good business sense to measure it on an ongoing basis. (tweet this)
Your satisfied customers who had a good experience with your support department are the ones who’ll return to shop with you.
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