Question 6: We have routine or regular measures of customer service.
At a score of 3, which indicates that the company's senior management sees
their performance as neutral on this specific question, indicating the
consultancy has processes in place for routinely measuring customer
service. Yet from the responses to earlier questions it is clear that
there is a lack of commitment and a lack of urgency to using these routine
or regular measures to quantify their performance in customer service
strategies.
What the consultancy needs to specifically focus on is creating a set of
customer listening strategies, and as been mentioned before, Voice of the
Customer programs, to develop the discipline of gaining valuable customer
feedback on their performance. A pattern is beginning to emerge in the
question responses of senior management on the one hand seeing customer
centricity as a core strength of the company, yet there are no...
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