The success of good service is still measured by user satisfaction. To increasingly ensure that support meets the demands of users with excellence, we need to keep track of our customer performance so they are constantly honing their skills. One way to perform this follow-up is by evaluating attendance when a call or idea is finalized.
With this assessment, our managers can monitor development and evaluate service through grades and feed backs. Qualifying and improving our service brings several advantages to the performance of our support as a whole, we always strive to keep our customers happy. Currently, when a service is evaluated it is generally analyzed, we do not know if the customer is dissatisfied in a general context or only with that case.
The way our company relates to customers and the general public is a determining factor in their satisfaction and loyalty. A well-served user is a customer who has confidence in our service and never fails to use it, and ensures good recommendations for future customers. Accompanying the service evaluation allows one to understand the point of view of the clients.
When clients express their opinion, in most cases, they point out what are the dissatisfactions and weaknesses that occurred during the processes. Thus, it is possible to know what is needed to improve service and increase the chances of achieving satisfaction. In addition, it is possible to present compliments that represent the hits.
Through performance indicators it is possible to observe the productivity of the team, this data is very important to know which way we should go to reach our goals. To ensure the quality of care and maintain control over the productivity of the team, we place a satisfaction survey at the end of each call or idea. This way, the customer can give their direct feed back and explain if that service met their expectations.
How to evaluate?
The evaluation of calls and ideas happens in a very simple and easy way, does not take even 5 minutes and is very important to us. Through it we are constantly making improvements in our service. Evaluations can be made when the call or idea is finalized. When the case is finalized the client receives an email to evaluate the service. This assessment is made in the email itself when selecting the classification of care and can be classified as: poor, poor, fair, good or great. After clicking on the desired option, the user will automatically be directed to a screen on the internet where the evaluation will be confirmed, where it is possible to add a message about the service, this space is for suggestions, criticisms or compliments. If you do not want to fill it out is not required.
