Today we are going to be taking a deep dive into the metric of accuracy. If you have been watching the previous videos, you’ll know that accuracy is one of the four key service benchmarks you should be using to measure your customer satisfaction.
When Gordon speaks about accuracy, he means attention to detail. To measure accuracy, you can use a tool like Client Heartbeat or SurveyMonkey – but make sure you use questions that ask your customers to rate you on a scale of 1-10.
The industry average for accuracy is 8.1, while the best in class is 8.6 – so anything above that, you’re doing well.
Gordon from Client Heartbeat went out and had a chat to the top performers to get some insight into what they are doing to get high accuracy ratings.
He identified three things they did that others didn’t.
1. Standardization – top performers used standardization to deliver a more reliable service and provide their clients with better outcomes.
2. Documentation – top performers had a strong focus on documentation. They kept their checklists and procedural documents up to date. This enabled them to make sure that the level of service their staff delivered remained consistent and above average.
3. Change Management – top performers use change management. This is a process by which a person or group of people accesses the impact of a change and approves the change, before the change actually gets done. It’s like getting sign off approval before going ahead with things. This is a great way to minimize problems and improve your accuracy.
So there you have it, three really simple ways top performers are getting better accuracy ratings then others. Next week Gordon will be talking about partnership, look forward to catching you then.
