Monitoring customer service

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Monitoring customer service

Each business has their methods to monitor their customer service depending on the type and size of the business. It is done to know what their customers think of the service or product they provide whether it needs to remedy problems or introduce improvements. The most common methods used to monitor customer service are:

1. Informal customer feedback

This type of monitoring is a quick and easy way to get feedback from the customers. This is mainly done when a customer finishes a meal and the waiter asks if everything is fine or by just checking if the reception does not have a waiting for too long and ensuring that the receptionists pass important comments back to the manager.

2. Customer questionnaires/comment cards

This type of monitoring is done mostly by asking customers to fill out a comment card in the end of the meal in restaurants or in retail shops if they have suggestions or comments. This is used mainly because the employee of the business may forget to pass on the comment to their supervisor or manager. Questionnaires are made in such a way that it should