If a problem can not be resolved immediately what you promise to respond in a given time period and what its promise? Use a customer satisfaction survey to confirm that all employees are perceived by customers as being helpful, friendly and knowledgeable. Location? Do your customers find it easy to visit, if a physical store, is conveniently located with easy access? So nice, so easy – For a virtual enterprise, it is important to ensure that your website is aesthetically pleasing and easy to use. Physical store or website, the store is set up properly, can your customers find what they need and there is enough information and help on hand to explain how a particular product? Quality products right? Not only must we measure the quality of service you provide, but you should check that the products and services that the market is what the customer wants and in line with expectations. Value for money? Cheap or expensive is not always a good measure, the value of money. Do your customers align your business with a value for the money, if not, why not? The speed and attention? LADE No matter what business, most customers will want to be treated rapidly but carefully. Are you doing everything possible to avoid delays? Good deals will try to treat every customer as an individual, not yours? Attention is one thing, but this has to be hand in hand with a quick and satisfactory resolution of the query.
The demographics and specific topics? Take the opportunity to profile their customers, for example, where they live and what is your age group? The more you try to understand their customers the better you will be able to run your business. Within the survey allow customers to highlight specific problems and contact details. What next? Having completed the analysis of survey results. Trends? Look for common and specific areas where the service is failing. Ask yourself if the criticism is valid and there is something you can do to solve or minimize the problem? Training? Is the staff adequately trained and have sufficient knowledge? When staff training programs have been implemented have had a positive impact on your business? Follow? If a client has completed a study has raised a specific point to ensure they are contacted and their complaint addressed.