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 Or they might be happy with the answer, not knowing that the answer was incomplete or out of date.
Many customer service teams rely on CSAT and NPS surveys to judge their performances. However, it is critical to understand the difference between the two to measure the quality of the service experience.
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Define customer service quality for your company
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.
Create a customer service quality rubric
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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