Customer service measurement for a contractor

Our initial review of this major contractor’s customer base showed that customers’ expectations weren’t always fully understood and that the staff relied too much on their legacy of experience. We prepared a list of the 29 key customer interactions covering the full spectrum of customer service, to test the company’s performance against where it should be.

The respondents were firstly asked to score the importance of the service level that they expected to receive against each statement. The most important ‘moments of truth’ are the vital areas where the image of the company is formed. Then they were asked to score their perceptions of the division’s performance against each statement.

We focused on the service level ‘gap’, between what the customers expect and what they think they get. The findings showed the service level gaps for the group as a whole and then division by division identifying key actions for all parts of the group.

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