Measuring Satisfaction Scores
Having strong Key Performance Indicators that are tied directly to your |
*Related – Turn your Contact Center into a Relationship Center Workshop
For example, you are a medical practice and after a female patient leaves, you send a survey asking her to rate her experience today. Let’s say she answers with 3 out of 5, which better be horribly unacceptable in your business. What does that 3 really tell you (if she doesn’t leave detailed comments)? You don’t know if she had issues with making an appointment when she called, if she didn’t like how she was greeted when she arrived, if The Customer satisfaction system you use must allow for your Customers to rate the individual points of contact. Once you have this data, you can hold each Customer facing employee accountable on a daily basis, sharing a report of what the average score and comments were for the Customers they came in contact with yesterday. Best of all, they can’t point the finger at any other department and say, “they wasn’t because of me, it was because accounting screwed up their invoices.” *Related – Make The One Thing The ONE Thing Real Time Feedback Or None At All Long gone are the days of sharing with your employees how they did last quarter. Your Customers need to rate their experience in real time; think of Uber’s five-star rating that prompts you the second you step out of the car versus getting a survey or email days later. Also, your reporting and feedback with your employees needs to be in real time, meaning the same day or within 24 hours. Make Price Irrelevant Watch this 1-minute video to see how you CAN Make Price Irrelevant in your industry. |