U.S. customers said they wanted companies to measure the following elements of service:
— Has knowledgeable employees (65% of survey respondents said this. And they said knowledgeable means “answering my questions without putting me on hold, searching for someone, or transferring me.”)
— Addresses my needs on first contact (64%)
— Treats me like a valued customer (62%)
— Demonstrates desire to meet my needs (54%)
— Can quickly access information (49%)
— Is good value for the money (49%)
— Has courteous employees (45%)
— Is a company/brand I can trust (43%)
— Treats me fairly (38%)
— Provides relevant/personalized service (31%)
Your clients and donors want all this, too. But do you provide it? How does your organization compare to these service demands?
(Source: Convergys 2008 U.S. Customer Scorecard. From Harvard Business Review, September 2009.