How to Measure Customer Service Quality: Methods & Tools - Help Scout - Deepstash

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How to Measure Customer Service Quality: Methods & Tools - Help Scout

helpscout.com

Measuring the quality of customer service

Customer satisfaction and customer service quality are not the same things.

A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they...

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Collect data from the following sources:

  • Your company and team values.
  • Your customer service vision or philosophy.
  • Existing CSAT and NPS comments that focus on positive or negative customer service interactions.

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

A rubric might include these areas:

  • Voice, tone, and brand: Does the answer feel like it comes from our company?
  • Knowledge and ac...

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Quality assurance can take many forms. The right choice will depend on your team size, conversation volume, and resources.

Four common options include:

  • Leader reviews. Team leaders review their direct reports' work or a manager reviews work ...

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You cannot realistically review every customer interaction. Below are some suggestions, so use what works for you.

  • Random sampling. Pick whichever conversations pop up from your QA tool.
  • New team members' conversations.

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A simple spreadsheet scorecard is better than not reviewing interactions at all. However, if a spreadsheet is no longer working because of higher volumes, larger teams, or a need for better reporting, consider one of the customer service quality assurance tools on the market.

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Launching a successful QA process needs the right environment for the team and training on how to review effectively.

  • Build trust and psychological safety within the team to help with identifying and improving quality issues.
  • Share...

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