This is the second in a five part series uncovering some of the secrets of how we've achieved our outstanding record of client retention and reputation for client satisfaction.
Secret #3: Continuously Measure Customer Service Results and Client Sentiment
As the saying goes, “What gets measured gets managed”.
In 2011, Help with a Smile implemented online surveys which are sent to our clients when a member of our staff completes work on a support request. Surveys are sent at random, on about 20% of requests, which allows us to fairly evaluate our performance without inundating our clients with surveys.
Additionally, before making a major shift in our business model towards the end of 2011, we utilized anonymous phone surveys conducted by a third party to gauge our clients’ honest sentiment about the changes we were considering. The feedback we received directly influenced choices that were made when we launched our new service model.