Measuring Customer Satisfaction - The Most Essential Way to Improve Your Customer Service Quality
If your company is interested in assessing and identifying the quality of your customer service, conducting a customer satisfaction audit could prove quite beneficial. The customer experience may be the most important aspect of your business’s operations in the coming years.
A customer experience audit is a critical step in the process of customer experience management. The audit maps out the journey of your customer through multiple channels. The results of the analysis can serve as the foundation for development of a concrete action program. It can be used to increase your organization's level of customer satisfaction as well.
Performing a customer experience audit helps you understand the breadth of touch-points that affect customer experience and loyalty, establish medium- to long-term customer experience management (CEM) strategies that can help you to implement a sustainable, cross-departmental CEM program, and identify high-priority areas for improvement as well as which values are most important at which points in the customer journey.
The mapping process can be started by defining the behavioral stages a typical customer will go through, and developing outline specific touch-points through each stage and channel. First you need to try to understand your customers and their behaviors and identify ways to align your journey more closely with their stated desires and create a detailed recommendations report.
By performing a customer experience audit, you can identify:
• quick fixes and change that can be implemented incrementally.
• longer-term strategic recommendations.
• new relationship opportunities of current products and services to become more relevant in people’s lives beyond the current customer life-cycle.
There are other types of audit you can perform to allow you gain knowledge of what areas you need to improve.
A Brand Audit enables you to identify your brand’s strengths and weaknesses together with opportunities for innovation and growth. Brands are like living entities with life cycles. A brand audit health check helps you monitor this cycle so you can keep your brand fresh and relevant. A brand audit also enables you to identify new areas for innovation and growth.
The primary function of a Retail Merchandiser is to perform an in-store audit, both standard Retail Audits, and Trade Compliance Audits. Retail Audits are typically performed on a periodic basis. They are used to make sure that products are displayed in an ensuring way for customers to find the products in the most appealing ways.
Compliance Audits are performed to coincide with special promotions that a manufacturer negotiates with retailers and to ensure that the product is being promoted as agreed both in displaying and pricing.
An Internal Audit is an important component to ensuring optimal performance of a quality management system. Internal audits can lead to a variety of benefits for your company if you utilize the results in an effective way. The goal of an internal audit is to gather information about the effectiveness of the quality system. The internal audit report will provide a summary of the investigation and offer key observations in which your company can improve from.