Google+ Consumer Psyche: Why and what you should be measuring...


Thursday, May 16, 2013

Why and what you should be measuring...

Ron Kaufman's article lists the advantages of measuring performance and how organizations would benefit from that.

Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team.

Clarify What You Are Measuring and Why
Just because you can measure many things doesn’t mean that it makes good sense to track them all. What do you really want to know, and what action will you take with what you learn? Review this list and then decide which insights will be most helpful to improve your service now.

Customer Satisfaction: What are your customers’ perceptions and expectations of your service? How satisfied are they with what you have delivered?

Customer Loyalty: How often do your customers buy from you? How often do they refer or recommend you? What is your share of their wallet? How connected do they feel to your service and your brand?

External Service Performance: Is the service you provide sliding stable, or stepping up? Are you hitting your performance indicators and meeting service-level agreements?

Internal Service Performance: Is the service level inside your company going up or going down? Are your colleagues providing service to each other that accelerates or impedes the performance of your organization?

Employee Engagement: How strong are the attraction, retention, and motivation of your employees? Are they connected to your vision, to your customers, and to each other? Are they just employees on the payroll, or active evangelists working with a vision?

Staff Development: Are your team members progressing as professional service providers? Is your service education making any difference? Are your employees getting bored or getting better? Are they seizing every opportunity to develop their service skills and mindsets?

Pic is from here.

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