What is Outstanding Customer Service?

Outstanding customer service relies on the organisation having a clear understanding of customer requirements, the things that matter most to customers, what they will judge you on and genuinely striving for excellence in those areas. Outstanding customer service also relies on the organisation seeking and acting on feedback from customers in a positive and constructive way. The ultimate judge of whether an organisation delivers outstanding service is the customer!


How can Outstanding Customer Service be measured?

The Insight100 approach uses the Customer Loyalty Score™ to measure:

  • The likelihood of your customers and clients proactively recommending your organisation to others - i.e. your Net Promoter Score

  • Your score against the five things that matter most to your customers.

  • The level of customer insight amongst your leadership team – in other words, do your leaders know the 5 things that are most important to your customers?

Your Customer Loyalty Score™ is used to determine whether you are eligible for an award for outstanding customer service.


A detailed benchmarking report unique to your organisation is also available that provides you with:

  • Your Net Promoter Score®

  • Categorisation of your customers as either “Promoters”, “Passives” or “Detractors”

  • The 5 things that are most important to your various customer groups and how your performance is rated against these various service dimensions

  • Suggestions for improvement directly from customers

  • Analysis of the scores and loyalty drivers by various customer categories, thereby enabling you to target particular groups of customers (or even individual customers) in order to improve performance

 


To find out more about measuring your organisations Customer Loyalty Score™ or any of our other services please click on the link below to get in touch:

 

Net Promoter Scoreâ and NPSâ are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. All rights & trademarks are acknowledged.