How to Measure Customer Service Quality: Methods & Tools

How to Measure Customer Service Quality: Methods & Tools

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Here’s how to build an effective system for measuring the quality of the service you are delivering to your customers.

Step 1: Define Customer Service Quality for Your Company

Measure quality directly by pulling together data from the following sources

Select a Quality Assurance Review Process

The right choice for you will depend on your team size, conversation volume, and resources.

Quality assurance specialist reviews

Specialists can get very good at reviewing and giving feedback

Select a quality assurance tool

Key considerations when selecting the right QA tool for your team

Create a Customer Service Quality Rubric

A rubric is a list of criteria that you can measure a customer service answer against.

Share your rubric and discuss quality as a team

Have discussions with the team, listening to their perspectives, and coming to understand together what quality service looks like

Customer Service Quality Rubric & Scorecard

Grab a copy and use the example rubric in this spreadsheet to create (and score) your own customer service quality standard.

Pick which conversations you’ll review

Use random sampling or blindfold yourself and poke your cursor at a screen full of conversations

Share feedback and take action

Use the review data to identify people or situations where quality could be improved, and share that feedback with the relevant people.

Set (and raise) your own bar for customer service quality

Don’t rely on customers telling you when you’ve done a good job

Leader reviews

Either team leaders review their direct reports’ work or a manager reviews work for the whole department

Peer-to-peer reviews

Each support person reviews the work of other support people on the team, scoring them against the agreed rubric

Self-reviews

Individuals select a handful of their own customer interactions and measure them against the agreed standard to identify areas that can be improved

Source

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