Consultant’s Corner: Resources for Measuring Customer Service
Q. I’m looking for ways to measure my customer service. What do I need to look for, and where should I look?
A. Managing and measuring customer service varies by type of business products and services and can include counting customer calls and inquiries, measuring response time, customer surveys, improving written customer policies and procedures, product inventory controls, and employee training classes. While we do not have any experience with these companies and products, you can use the following websites to research tools and suggestions for developing your customer service policies and measurement tools:
Measurement
The following include further reading about measuring customer service, advice for building a measurement system, and a service that helps evaluate businesses:
Survey Tools
The following include libraries of customer satisfaction survey templates:
Policies
For an example customer service policy, see Abe Books’ policy at the link below:
Abe Books Customer Service Policy
Training
For further reading on customer service training, consider the following books and websites:
