At a recent focus group for eg customers we asked the delegates to consider the following factors:
- What does customer service mean to you?
- What is your biggest customer service issue?
Jane Taylor, Account Director from the Institute of Customer Service shared findings from the Customer Satisfaction Index, which is a national measure of customer satisfaction that is designed to gauge the quality of customer service in the UK. This Study further validates a survey that eg conducted in 2011 ‘Results are in – Improving Customer Service’ looking at the key business priorities and strategic objectives for Financial Services organisations in 2012.
Three main areas for good customer service lie around:
- Good processes to provide consistency in meeting service level agreement
- Doing it right first time to keep satisfying existing customers
- Timeliness, speed of response and first contact resolution
Customer Service does mean different things to different people and organisations and we would be interested if you could visit the blog to share your comments. Do you agree with the points raised or do you have your own customer service drivers?
Further reading on customer service successes: