Shopping at a local supermarket on Sunday I received great service from a new checkout person. It was at that moment I thought, why don’t they have a simple touch machine where after the transaction you can rate the service, 1 to 5 stars. I would have loved to give her five stars.
Imagine that, a small touch screen device, where you can rate the service in a second. The system then records the rating and at the end of the day the staff member gets their average rating.
- They are instantly accountable
- Provides a benchmark to lift the bar
- Real time rankings by the hour (look at peaks and troughs during the day)
For the service provider:
- Instant feedback on staff
- Reward the best staff
- Compare satisfaction by time of day
- Get the real picture of what your customers think of your service
- Stimulate a cultural change in customer satisfaction, sending the right signals to staff and to customers
And for customers:
- Feel the respect for opinion
- Can reward outstanding service by giving five stars
- Feel valued
- Makes them consciously think about the level of customer service provided
Not sure on the cost but it would be worth a try! This one little thing could change the whole customer service experience.
(Extra for experts: You already realise people are doing this on twitter (see here) and will continue to do so. Bit of a no brainer. Embrace the change)