It’s hard to measure a smile and good eye contact. It may be superficial to measure a robotic greeting or “Thank you for shopping with us”. So, what is meaningful to measure to determine how well you are doing with your customers?
One recommendation that would be a good indicator in many businesses that are looking to provide answers and solutions, such as call centers, is to measure how many callbacks are done because the customer issue wasn’t resolved on the first attempt.
Tracking repeat calls within a specified period helps you to capture the full range of reasons why customers call back ranging from lack of complete information, downstream issues, lack of clarity, wrong information, disconnect with the rep, etc.
Great customer service doesn’t always have to be exceeding customer expectations, many times it is the ease with which you enable your customers to do business with you.