Answer the questions yourself with a simple ‘yes’, ‘no’ or ‘don’t know’. After which, you should set-up a short review meeting with the key stake holders in your business representing customer service, sales, marketing, finance, IT and product / service development, and attempt to answer the questions again in order to get a more rounded view from across your organisation. Our experience shows that you may be surprised at what you think your capabilities are and what the reality is. What you do next is up to you.
Do you know how much feedback your company is receiving each week / month / year?
Do you categorise customer feedback by type?
Do you measure customer feedback by contact method?
Do you know how many calls, letters, emails etc. are required to respond to customer complaints and feedback?
Can you recognise trends in customer feedback?
Do you know on average how long a customer complaint is open for?
Do you know how many complaints or customer feedback cases are open at any one time?
Do you pay customers compensation / refunds?
Do you know how much in compensation/ refunds you pay out and for what reasons?
Do you report customer complaints to an industry regulator / organisational body?
Do you report customer complaints and feedback to 3rd party suppliers?
Do you seek reclaims for customer compensation and refunds from 3rd party suppliers?
Are all staff able to capture customer complaints and feedback?
Do you know on average how much time staff spend on capturing, managing and responding to customer complaints and feedback?
Are customer complaints and feedback captured and recorded in one central system?
Can you view all case related documents i.e. letters, emails, correspondence within the system?
Do you know how much manual processing is required in processing customer complaints and feedback?
Can multiple staff access the system simultaneously?
Are customer responses automatically quality checked?
Methodology and processes
Do you have a process for managing customer complaints and feedback?
Do you have any special procedures to deal with customers in different ways?
Do you have the ability to search for customers who have made a complaint / given feedback before?
Can you quickly and easily access communications received by and sent to a customer e.g. letters, emails, photos etc.?
Do you use standard template responses to customer complaints and feedback?
Are other areas of the business involved in resolving customer complaints?
Do you have target service levels for responding to customer complaints and feedback?
Management Information (MI) and departmental recording
Do you use customer complaints and feedback as part of a continuous business improvement process?
Do you have a reporting and feedback process in your business?
Are reports generated from the customer feedback system?
Do you know how long it takes to run reports?
Can you easily change and adapt reports?
Are you reliant on key individuals to produce reports?
Do you know how much time is spent collecting, cleaning and formatting data to produce reports?
Can you produce real time reporting on all aspects of a complaint?
Can you present reports on staff workloads easily?
Do you know what information is collected at the initial stage of a complaint?
Is there any information that you need to report on that you can’t?
Can you perform root cause analysis on complaints?
Do you know how much business is lost due to poor customer service?
Do you measure customer satisfaction?