Critical Success Factor

In: Business and Management

Submitted By swetchsweta
Words 1671
Pages 7
Measures and Metrics to Track Critical Success Factors for Customer Service:


1. Achieve higher levels of customer satisfaction
2. constant improvement in our processes
3. Increase our market share.

Measures and Metrics to Track CSF Data
There should be measurements put in place to monitor and track progress. This can be done through a reporting process that is used to collect specified data and share information with senior leaders.
STEPS:
1. Finding Key Customer group
* Buyer
* Rentals
* Seller
i. Individual
ii. Agent
iii. Builder
Every customer group will have different requirements and expectations. The measure of their satisfaction should also be different.
2. Seek Customer Feedback:
* The only way for an organization to know how well they are meeting customer requirements is by simply asking the question.
* There should be a structured process to collect feedback from each customer group in an effort to identify what is important to them.
* Can be done by Focused group discussions conducted on a quarterly basis and finding out what is important to a customer.

3. Develop Survey Tool
* Conducting a monthly quarterly survey to find how well are we meeting the customer requirements( found out in FGD)
* Different survey for different customer groups.

4. Survey Each Customer Group :
* A survey customized to their particular requirements.
* Customers’ perception of current practice
* This provides a starting point for improvements and demonstrates progress as improvement plans are implemented.

Surveys for customers:
a. Customer enquiring in chat : https://www.surveymonkey.com/s/L2HC29N
b. Sending questionnaire through mails to buyers : https://www.surveymonkey.com/s/6N9J2S5
c. Survey for PSM…...

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