Continuing the theme of customer service I reviewed our own stats keen to make sure we were addressing the problems of our customers.
We ask customers to rate our performance on each enquiry. All they have to do is select a thumbs up or down and the system calculates a rating on 1 to 5 stars. Most requests don’t get rated but those that do usually get and keep a full 5 stars.
If a ticket is rated but doesn’t have the full 5 I receive a notification and can deal with it personally if required, these are rare, but the business has been operating this facility since 2002 so over the years we have collected a few.
They say you can manipulate statistics to meet any cause and I’m aware that my own bias plays a part in how I read them, however I am convinced I have identified a trend and it is something we need to work on.
It appears if a response to an enquiry is not satisfactory and is marked with a thumbs down the rating does not effect our moral, rather it effects how we see them.
It may sound pious but I believe every member of the team does everything in their power to satisfy customers and any criticism is taken in the spirit of which it is given. We use criticism to streamline and improve our service.
If support staff do their best but are given a thumbs down they may be disillusioned. Will another member of staff want to risk their 100% unblemished record trying to help this person? The lack of a full five stars on their screen jumps out at them like a warning and the enquirer may find it takes a while before they get a response (this of course is the area we need to work on).
Constructive criticism is always welcome and every business needs it to grow, but when you give a low rating in response to customer service consider how this may effect the response you are looking for.
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