Customer Service Audit

A customer service audit uncovers all the activities your business and team are doing well, and helps to identify areas of opportunity, quick wins and more strategic changes, to improve your customers experience.

Carrying out this type of audit using KiwiHost means an objective and honest viewpoint with no ‘baggage’.

The Audit Process

1. Assessment & Design:

We design our assessments around your individual requirements, to ensure the reporting is pertinent to your business. We spend time with you to understand your business, your customer journey and any current challenges facing the business. We will look at what appropriate techniques may be used from site visits, mystery shopping and full systems review.

2. Customer Service Audit

Having identified your customer service journey, we assess various elements of the delivery from one touch point to the next, identifying good & bad behaviours and procedures. We then look for suggestions and solutions to any issues determined from our observations.

3. Reporting

We produce a score for each aspect of the business, based on business expectations, service delivery and report these alongside qualitative recommendations.

Why Customer Service Auditing?

Customer service quality is intangible, hard to measure. If 9 out of 10 customers fail to complain then complaint records aren’t reliable – if telephone answering times are on target, but the quality of the response is poor, then the target is irrelevant. Targets are important, but the quality of the experience may be even more important – targets and quality all needs to balance.

Probably one of the most important reasons for ensuring your customer experience is a priority throughout your business is to ensure you and your teams equally understand how important the end result for the customer is, and how important they ALL are in the chain of events that lead to customer satisfaction.

If your customer experience is inconsistent, you need to know before your customers tell you.