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Areas of Importance for Customer Surveys

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There are seven standard areas to check for customer satisfaction about our service delivery.

Timing
  • What are your timing standards for delivering service to customers?

  • How long should it take?

  • Are there several steps that require different timing standards?

  • Does timeliness equate to promptness?

  • Or: can service at times be too fast, causing the customer to feel rushed?

Flow
  • How do the various components of the service delivery system coordinate, cooperate and/or mesh with each other?
  • How do you control the flow of goods or service to the customer?
  • How can you avoid back-ups and log jams?
  • What are the indicators of this that can be seen or measured?

Accommodation
  • How flexible are your systems?
  • Can this flexibility be adapted to varying customer needs and/or requests?
  • How convenient are they for customers?
  • How do they make customers’ service experience easier?
  • Are your service systems designed around your customers’ needs?
  • What are your observable indicators of accommodating systems?

Anticipation
  • How well can you predict customer needs?
  • How can you be one step ahead of customers, so service can be provided without them having to remind you service is needed?
  • How do you know what will happen?
  • How do you know when you and your team have predicted correctly?
  • What indicators of proper anticipation by your service delivery systems can be seen or measured?

Communication
  • Service delivery systems cannot function optimally without effective and efficient communication within the system and between you and your customers.
  • How do you know when messages are communicated thoroughly, accurately and in a timely way?
  • What are the signs of effective communication?
  • How do you know when communication has broken down?
  • Is it too late?
  • What measurable standards reflect effective communication in your operation?

Customer Feedback
  • How do you find out what your customers are thinking?
  • How are customer feedback systems used to improve service?
  • How do you know if your customers are pleased, displeased, satisfied, dissatisfied, happy or unhappy?
  • What are your observable indicators of effective customer feedback systems?
  • How do you know when they are working correctly?

Organisation and Supervision
  • Efficient procedural service requires organisation and organisation, in turn requires supervision.
  • Who does what in your service operation?
  • How are you organised?
  • What would your optimal organisational structure look like?
  • How should it be supervised?
  • What role should the supervisor take in the service delivery process?
  • How are all the parts of the service delivery system kept coordinated with each other?
  • What are the signs that can be seen or measured that tells you all is going well?