ANALYSIS AND MEASUREMENT IN CUSTOMER CARE

• » Analysis and Diagnosis of Customer Satisfaction
• » Measuring the Quality of Service
• » Research on Reasons Customers Leave
• » Systems Analysis of Complaints and Grievances,    the Dissatisfied Customer and Critical Incident
• » Internal Audit Departments Linked to the    Customer´s Attention
• » General Telephone Service Audit
• » Audit of Call Centers
• » Analysis of Customer Satisfaction on the Internet    (chat rooms and forums)

Measuring the Quality of Service

Do you know your business accurately and the continuing quality level of service provided to the customers?

Do you have reliable information and statistics for making decisions about improving customer service?

Do you have real information on how the service is provided by your competitors?

Do you know how to get information to carry our improvement plans with specific actions to achieve practical results in the short term?

All companies seek to generate a quality of service which will give them a competitive advantage and this advantage is only achieved by having sufficient capacity to meet the needs of customers.

Although sometimes general and anecdotal information may be sufficient, effective management of the quality demands we quantify accurately the extent and importance of the problems with quality of service that we face.

At Flint we measure the quality with different systems (Servqual, Kano, etc.) to identify and measure:

• . All things that are important to customers
• . What costs will rise due to poor quality of service
• . The frequency with which appears the lack of quality
• . When this lack of quality occurs, and what impacts it has
• . Whether the competition faces fewer problems

Remember that you can only get better when you can measure. .