1.1 Explain the value of measuring the quality of customer service

Learning Outcomes

Assessment Criteria

The learner will:

The learner can:

1.   Understand how to review the quality of customer service

1.1 Explain the value of measuring the quality of customer service

1.2 Analyse the criteria for and factors involved in setting customer service standards

1.3 Explain how to construct representative samples

1.4 Analyse methods of validating information and information sources

1.5 Explain how to set and use customer service performance metrics

1.6 Explain the use of customer feedback in the measurement of customer service

1.7 Analyse the advantages and disadvantages of a range of data analysis methods

2.   Be able to plan the measurement of customer service

2.1 Identify the features of customer service against which customer satisfaction can be measured

2.2 Select data collection methods that are valid and reliable

2.3 Specify monitoring techniques that measure customer satisfaction

2.4 Establish evaluation objectives and Key Performance Indicators (KPIs)in the measurement of customer service

2.5 Specify the information to be collected

3.   Be able to evaluate the quality of customer service

3.1 Validate the information collected to identify useable data

3.2 Use information analysis methods that are appropriate to the nature of the information collected

3.3 Identify instances of effective customer service, shortfalls and gaps from the information analysis against agreed criteria

3.4 Develop recommendations that address identified areas for improvement supported by evidence