Your customer service level is a significant measure of how well (or how poorly) you assist your clients.
Hence, it is a vital factor of how well your firm will do – especially how good you are at keeping clients and generating ongoing business. Indirectly, it also adds to your referral business – how well you assist current customers will sway their inclination to recommend you to their friends, family and associates.
The following are five strategies by which you can analyse your customer service level. This list is not exhaustive, but this ought to give you a good picture of how good you are at serving your customers.
Can you quickly fulfil orders through your stock?
If you display great customer service level, then you should easily be able to satisfy your customer orders. You should keep meticulous note of what your customers request and whether you have the item they are requesting at the time they place the order. If you are nearly always “out of stock,” then you are not serving your customers in the best way possible.
In a business with a diverse number of products, if you are able to complete the order for about 95% of the time then you are doing fine. If you are a business that offers only one product, 100% fulfilment of normal orders (barring unusually big orders) should be your aim.
Can you deliver your customers’ orders in time?
Another factor that you must assess to test your customer service level is the efficiency of your service or how promptly you are able to deliver the product or service which has been placed. If you are nearly always missing your target delivery dates, then your customer service delivery chain needs major work.
You ought to calculate the amount of customer orders that have been delivered on time to the overall number of customer orders. This estimate should be time-bound. For instance, for a month’s total number of orders, what proportion has been delivered on time? If you register that 95% of the time, your customers receive their order at the designated delivery time, then your company is doing fine.
Can you effectively resolve your customers concerns?
For excellent customer service, you need to respond to your customers’ inquiries and solve their concerns. A straightforward way of measuring this would be to assess the percentage of the amount of customer enquiries that have been successfully resolved to the total quantity of customer inquiries received.
Do you take action promptly to your customers’ mails/emails and phone calls?
How promptly you respond to customers is another means of assessing your customer service level. If you are able to reply to your customers inside 24 hours (less is even better) of getting their phone call, messages or email, then you are doing great.
Do you make the grade according to your customers?
Lastly, your customers themselves can inform you if you make the grade or fail when it comes to satisfying their needs. You can actually carry out a customer survey. The survey should focus on customer service problems so you can determine how well you are able to serve your customers from these customers’ point of view.