6.5 - Evaluate customer service operations and customer satisfaction
PCF ID: 20595 | Elements: 22 | Metrics Available: N | Benchmarkable: 3
Definition
Calculating and assessing the operational activities of the customer service function. Evaluation is achieved through the customer requests/inquiries handling process, the customer complaint handling process, and product and services quality. Examine activities to ensure high levels of customer service.
Overview
This process group covers evaluate customer service operations and customer satisfaction within the broader context of Manage Customer Service.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 6.5.1 | Measure customer satisfaction with customer problems, requests, and inquiries handling | 10401 | 3 | N |
| 6.5.2 | Measure customer satisfaction with customer- complaint handling and resolution | 10402 | 3 | Y |
| 6.5.3 | Measure customer satisfaction with products and services | 10403 | 5 | Y |
| 6.5.4 | Evaluate and manage warranty performance | 12672 | 5 | Y |
| 6.5.5 | Evaluate recall performance | 20121 | 0 | N |
6.5.1 - Measure customer satisfaction with customer problems, requests, and inquiries handling
PCF ID: 10401
Definition: Calculating satisfaction levels of customers by effectively evaluating the process of handling requests/inquiries of customers. Effectively calculate the performance of customer-requests/inquiries handling and resolution. Obtain information regarding requests/inquiries handling and resolution through customer feedback. Use it to explore new ideas and opportunities for enhanced customer requests/inquiries handling and resolution process.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.5.1.1 | Solicit customer feedback on customer service experience | 11687 | 0 | N |
| 6.5.1.2 | Analyze customer service data and identify improvement opportunities | 11688 | 0 | N |
| 6.5.1.3 | Provide customer feedback to product management on customer service experience | 18126 | 0 | N |
6.5.1.1 - Solicit customer feedback on customer service experience
Definition: Creating an avenue for which the customer can provide feedback on their experience with how their inquiry, problem, or request was handled.
6.5.1.2 - Analyze customer service data and identify improvement opportunities
Definition: Reviewing customer service feedback to identify areas in which improvements can be made. Engage with management to discuss issues.
6.5.1.3 - Provide customer feedback to product management on customer service experience
Definition: Handing over data to management to analyze common issues in regards to customer service.
6.5.2 - Measure customer satisfaction with customer- complaint handling and resolution
PCF ID: 10402
Definition: Measuring the satisfaction level of customers as pertains to how their complaints are handled and resolved. This process element requires the organization to estimate the customers level of fulfillment with the process reconciling their complaints and towards the objective of ensuring customer retention. The feedback received can be used to develop concepts for new opportunities to boost the level of customer satisfaction.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.5.2.1 | Solicit customer feedback on complaint handling and resolution | 11236 | 0 | N |
| 6.5.2.2 | Analyze customer complaint data and identify improvement opportunities | 11237 | 0 | N |
| 6.5.2.3 | Identify common customer complaints | 11689 | 0 | N |
6.5.2.1 - Solicit customer feedback on complaint handling and resolution
Definition: Requesting customer feedback on the process of handling and resolving customer complaints. Obtain information about the effectiveness and performance of the customer complaint handling process from the customers through various means (e.g., online and by phone).
6.5.2.2 - Analyze customer complaint data and identify improvement opportunities
Definition: Examining the information obtained through handling and resolving complaints for development/improvement opportunities. Categorize the customer complaints data on the basis of speed, accuracy, courtesy, price, product choice, availability, hours, location, etc. Determine complaint patterns in order to diagnose areas needing enhancement.
6.5.2.3 - Identify common customer complaints
Definition: Determining complaint patterns in order to identify common issues. Document common problems for correction.
6.5.3 - Measure customer satisfaction with products and services
PCF ID: 10403
Definition: Calculating satisfaction levels of customers with products/services. Obtain customer feedback on products/services, as well as the effectiveness of the advertising campaigns. Examine this information to reach meaningful conclusions, which could then be used to enhance the customer service operations.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.5.3.1 | Gather and solicit post-sale customer feedback on products and services | 11238 | 0 | N |
| 6.5.3.2 | Solicit post-sale customer feedback on ad effectiveness | 11239 | 0 | N |
| 6.5.3.3 | Solicit customer feedback on cross-channel experience | 20117 | 0 | N |
| 6.5.3.4 | Analyze product and service satisfaction data and identify improvement opportunities | 11240 | 0 | N |
| 6.5.3.5 | Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing) | 11241 | 0 | N |
6.5.3.1 - Gather and solicit post-sale customer feedback on products and services
Definition: Obtaining customer feedback/review on the quality and utility derived from the products/services after the sale is complete. Use techniques such as surveys, feedback boxes, and user activity and usability tests.
6.5.3.2 - Solicit post-sale customer feedback on ad effectiveness
Definition: Assessing the influence of advertisements on purchasing behavior. Use techniques such as surveys and product recognition tests, questionnaires or feedback flyers, and toll-free numbers in order to encourage customer interaction after the sale.
6.5.3.3 - Solicit customer feedback on cross-channel experience
Definition: Engaging with the customer to understand their cross-channel experience. Find out what channels were effective and what areas need improvement.
6.5.3.4 - Analyze product and service satisfaction data and identify improvement opportunities
Definition: Assessing the information collected on customer satisfaction levels with products/services in order to determine areas for improvement. Examine the data and information extracted from the customer feedback and reviews to measure the satisfaction levels of the customers. Identify opportunities that could enhance the customer satisfaction levels and the overall customer service strategy.
6.5.3.5 - Provide feedback and insights to appropriate teams (product design/development, marketing, manufacturing)
Definition: Providing feedback from customers on products/services to the product management team. Analyze information collected through Gather and solicit post-sale customer feedback on products/services [11238]. Share with the product management team for consideration while improving existing offerings or developing new products/services.
6.5.4 - Evaluate and manage warranty performance
PCF ID: 12672
Definition: Assessing the cost and effectiveness of warranties.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 6.5.4.1 | Measure customer satisfaction with warranty handling and resolution | 20118 | 0 | N |
| 6.5.4.2 | Monitor and report on warranty management metrics | 12676 | 0 | N |
| 6.5.4.3 | Identify improvement opportunities | 20119 | 0 | N |
| 6.5.4.4 | Identify opportunities to eliminate warranty waste | 12674 | 0 | N |
| 6.5.4.5 | Investigate fraudulent claims | 20120 | 0 | N |
6.5.4.1 - Measure customer satisfaction with warranty handling and resolution
Definition: Evaluating how satisfied customers are with how product warranties are managed and resolved.
6.5.4.2 - Monitor and report on warranty management metrics
Definition: Comparing warranties by using using applicable metrics to see how they are handled and resolved. Develop and submit reports that summarize significant conclusions.
6.5.4.3 - Identify improvement opportunities
Definition: Determining how warranties and warranty management can be made better and more efficient.
6.5.4.4 - Identify opportunities to eliminate warranty waste
Definition: Finding ways to phase out unused or seldom used warranties.
6.5.4.5 - Investigate fraudulent claims
Definition: Reviewing and assessing claims that contain deliberately incorrect information or that have been submitted with the goal to deceive the system.
6.5.5 - Evaluate recall performance
PCF ID: 20121
Definition: Reviewing customer service feedback to identify areas in which improvements can be made. Engage with management to discuss issues.
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 22 elements
| ID | Name | Definition |
|---|---|---|
| 6.5 | Evaluate customer service operations and customer satisfaction | Calculating and assessing the operational activities of the customer service function. Evaluation is... |
| 6.5.1 | Measure customer satisfaction with custo... | Calculating satisfaction levels of customers by effectively evaluating the process of handling reque... |
| 6.5.1.1 | Solicit customer feedback on customer se... | Creating an avenue for which the customer can provide feedback on their experience with how their in... |
| 6.5.1.2 | Analyze customer service data and identi... | Reviewing customer service feedback to identify areas in which improvements can be made. Engage with... |
| 6.5.1.3 | Provide customer feedback to product man... | Handing over data to management to analyze common issues in regards to customer service. |
| 6.5.2 | Measure customer satisfaction with custo... | Measuring the satisfaction level of customers as pertains to how their complaints are handled and re... |
| 6.5.2.1 | Solicit customer feedback on complaint h... | Requesting customer feedback on the process of handling and resolving customer complaints. Obtain in... |
| 6.5.2.2 | Analyze customer complaint data and iden... | Examining the information obtained through handling and resolving complaints for development/improve... |
| 6.5.2.3 | Identify common customer complaints | Determining complaint patterns in order to identify common issues. Document common problems for corr... |
| 6.5.3 | Measure customer satisfaction with produ... | Calculating satisfaction levels of customers with products/services. Obtain customer feedback on pro... |
| 6.5.3.1 | Gather and solicit post-sale customer fe... | Obtaining customer feedback/review on the quality and utility derived from the products/services aft... |
| 6.5.3.2 | Solicit post-sale customer feedback on a... | Assessing the influence of advertisements on purchasing behavior. Use techniques such as surveys and... |
| 6.5.3.3 | Solicit customer feedback on cross-chann... | Engaging with the customer to understand their cross-channel experience. Find out what channels were... |
| 6.5.3.4 | Analyze product and service satisfaction... | Assessing the information collected on customer satisfaction levels with products/services in order ... |
| 6.5.3.5 | Provide feedback and insights to appropr... | Providing feedback from customers on products/services to the product management team. Analyze infor... |
| 6.5.4 | Evaluate and manage warranty performance | Assessing the cost and effectiveness of warranties. |
| 6.5.4.1 | Measure customer satisfaction with warra... | Evaluating how satisfied customers are with how product warranties are managed and resolved. |
| 6.5.4.2 | Monitor and report on warranty managemen... | Comparing warranties by using using applicable metrics to see how they are handled and resolved. Dev... |
| 6.5.4.3 | Identify improvement opportunities | Determining how warranties and warranty management can be made better and more efficient. |
| 6.5.4.4 | Identify opportunities to eliminate warr... | Finding ways to phase out unused or seldom used warranties. |
| 6.5.4.5 | Investigate fraudulent claims | Reviewing and assessing claims that contain deliberately incorrect information or that have been sub... |
| 6.5.5 | Evaluate recall performance | Reviewing customer service feedback to identify areas in which improvements can be made. Engage with... |
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