Client satisfaction metrics
The document discusses key performance indicators (KPIs) for measuring client satisfaction. It recommends focusing KPIs on areas that reflect overall strategy and empowering staff to focus on what matters. One important KPI is the "feel good factor" - providing an experience that exceeds customer expectations. Staff should be information experts and follow up any "I don't know" with efforts to find answers without leaving questions unanswered. Positive body language like smiling and eye contact helps make customers feel listened to. Anticipating customer needs and going the extra mile surprises customers and leaves them with a positive feeling. Customer service is integral to business success as satisfying customers helps the business grow.
Client satisfaction metrics
- 1. Client Satisfaction Metrics Key Performance Indicator ~ (KPI) Keep People In High Spirits!
- 2. The Challenge ~ Setting the Right KPI’s Focus on Key Areas Which Reflect Overall Strategy. Empower staff to limit their focus to the areas that really matter & can make a difference. KPIs focus must be to the overall objective. (cost saving, service improving, error reduction…)
- 3. The “FEEL Good Factor” One of the most important aspects of a customer service KPI is that of what is often referred to as the "Feel Good Factor". Basically, the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations.
- 4. Know Your Product/Service Be an Information Expert. It is okay to say "I don't know", but it should always be followed up by...... "let me find out“. Don't leave unanswered question s.
- 5. Body Language Communication Negative body language Shows our lack of care. Positive body language Smiling More warm & inviting than a blank look! Eye contact Shows that we are listening to them, not at them.
- 6. Anticipate Needs ~ Proactive Nothing surprises more than an employee going the extra mile. Look for ways to serve & do more than expected. In doing so people know you care & will leave them with the "Feel Good Factor" we are searching for.
- 7. Customer service is an integral part of our job and is not an extension of it. A company’s most vital asset is its customers. Without them, we would not exist. When you satisfy customers, they help us grow our business. The practice of customer service should be present in any environment.
- 8. Keep People In High Spirits!