Volume of marketing material sent out and responses generated.
Volume of marketing material is like when dominos send a leaflet/ menu to houses so that customers can order food.
No. of contact with customers each month. If you work at the gym you would have customers coming to you regularly asking about memberships. You need to be able to talk to customers to see what they're interested in.
Average order fulfilment times. Need to make sure they work towards getting the customer their order in reasonable time. If you were to order a meal at Mc.donalds customers would expect to wait about 5 minutes however if they were to wait longer for thier food that is bad customer service.
No. of damaged or faulty goods returned. When alot of customers are returning items, that means the staff are being careless with handling goods, For example If customers are buying kettles from argos and they are faulty the customer would bring it back for a refund. That is bad customer service
No. of complaints about your employees. If you have a high number of complaints about your employees that is bad customer service, For example If Prison guards were abusing the inmates there would be alot of complaints about missconduct.
Queries or complaints about your product or service.
Queries or complaints about your porduct or service would be when you recieve lots of complaints about your service, for example. Toyota have been recieving complaints about their faulty accelerator pedals on some Toyota vehicles made in the passed 5 years. Customers are not happy with this.
Sales renewal rates.
sales renewal is when a customer keeps coming back to the same business, usually because the service is good. For example my mum keeps going back to tesco because; 1) it's cheap. 2) She has a tesco clubcard which gives you points for every purchase and then she can later go back to tesco and use those points for another purchase.
Mystery customers.
Retailers employ mystery customers to go to their own business and get feedback about the staff. They also sometimes go to competitors business to compare service levels. Businesses employ mystery customers so they can find out about the speed of service, the way the service was delivered, the attitude of staff and quality of the finished result. Tesco would send workers pretend to be customers and see how they are being treated as a customer.
