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business. Or you can make the process more formal by creating surveys that ask questions about
different aspects of your service and ask customers to fill them out and return them to you.
Number of Customer Complaints
Some companies evaluate the quality of service by the number of complaints they receive. A
common assumption is that when the number of disgruntled customers is decreased, that the
quality of services has increased. Take note: by not paying attention to your quality of service,
you may be inadvertently sending those disgruntled customers down the street to a competitor.
Identify Your Weaknesses
Effective measurement of the quality of your customer service will help you identify specific
weaknesses within your operation. For example, perhaps customers are not happy with the length
of time they have to wait for assistance, or they are frustrated because a certain product always
seems to be on backorder. No matter what metric tool you use to evaluate your current level of
service, it should be able to help you identify very specific areas where you have room for
improvement.
Assess the Competition
Knowing what your competitors are offering in terms of customer service can also help you
know whether you are on track with your own service level. Send an employee down the street to
act as a customer and find out how they are treated. Talk to customers who have worked with
both businesses and ask them which company's service they like better and why.
Measuring your customer service will help you know if your service level is on par and where it
can be improved. Through these easy tools, you can get an accurate idea of whether the quality
of your customer service is where it needs to be or what you can do to raise the bar on your
current service level.
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1. Check sheet
2. Control chart
Control charts, also known as Shewhart charts
(after Walter A. Shewhart) or process-behavior
charts, in statistical process control are tools used
to determine if a manufacturing or business
process is in a state of statistical control.
If analysis of the control chart indicates that the
process is currently under control (i.e., is stable,
with variation only coming from sources common
to the process), then no corrections or changes to
process control parameters are needed or desired.
3. Pareto chart
5.Ishikawa diagram
Ishikawa diagrams (also called fishbone diagrams,
herringbone diagrams, cause-and-effect diagrams, or
Fishikawa) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific event.
[1][2] Common uses of the Ishikawa diagram are product
design and quality defect prevention, to identify potential
factors causing an overall effect. Each cause or reason for
imperfection is a source of variation. Causes are usually
grouped into major categories to identify these sources of
variation. The categories typically include
People: Anyone involved with the process
Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
Machines: Any equipment, computers, tools, etc.
required to accomplish the job
Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
Measurements: Data generated from the process
that are used to evaluate its quality
Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates
6. Histogram method