Customer Service Blog

Measuring Customer Service Quality with the RATER Framework

Measuring Customer Service Quality with the RATER Framework

Customer service can be difficult to evaluate, especially when only 1 out of every 26 unhappy customers complain (and the rest leave you wondering where you went wrong). Learning from the 4% who do report their problems is crucial for preventing churn. And collecting data is only the first step - once you have weeks and months’ worth of complaints and feedback, how do you use that information to produce an actionable plan for improvement?

The RATER framework eases the transition from information to action by dividing service issues into the five service dimensions customers care about:

Reliability: do you deliver as promised?
Assurance: does your organization inspire confidence?
Tangibles: does your company present itself professionally?
Empathy: are your team members understanding and empowered to solve problems?
Responsiveness: does your team address queries within the expected time frame?

By using questionnaires designed with the RATER metric, you can discover the gaps between what your company delivers and what your customers expect, then use that information to make changes that increase retention.

What is a Net Promoter Score (NPS)?

What is a Net Promoter Score (NPS)?

Measuring customer loyalty is tough. Sure, you can look at purchase history, but in many industries, enthusiasm and spending habits are not always related.

Just look at phone companies - happy and unhappy customers alike pay a set rate every month. Without additional information, how could you differentiate between a satisfied customer and one who’s about to jump ship?

But companies have incentive to measure customer loyalty: research shows that loyal customers - especially customers who refer their friends - are far more valuable than complacent customers.

Helpful Tips to Drive Customer Satisfaction with Lower Response Times

Helpful Tips to Drive Customer Satisfaction with Lower Response Times

What do you think is an appropriate time frame to respond to customer inquiries? 24 hrs? 48hrs? A week?
If you think any of those is an ideal response time, you’re in for a surprise.
41% of consumers expect an email response within 6 hours of sending their request, while only 21% see one business day as an acceptable waiting time.

7 Meaningful Ways to Encourage Empathy in Customer Service

7 Meaningful Ways to Encourage Empathy in Customer Service

Have you ever heard people complain about “soulless” corporate entities, or service that “just didn’t feel human?” Even worse, you may hear customers already upset about an error being further enraged by customer reps who don’t seem to care, don’t seem to listen, or offer redundant solutions that insult the caller’s intelligence.

How to Create A Strong Service Image Online

How to Create A Strong Service Image Online

Imagine walking into a store with unlabeled aisles, broken price scanners, and zero employees in sight. It’s difficult to find what you want, so you wander around aimlessly, growing increasingly frustrated. By the end of the experience, you may or may not make a purchase, and you’ll probably never return.

Ways to Earn and Inspire Customer Trust

Ways to Earn and Inspire Customer Trust

Whether your company is B2C or B2B, your best customers are the ones who trust you. Once they determine you are trustworthy enough for a first-time purchase, it’s on you to keep that trust. If you retain their trust, and consequently, their loyalty, the payoff is substantial.

5 Strategies to Achieve More Reliable Service

5 Strategies to Achieve More Reliable Service

Customer service accuracy and dependability can make or break your reputation. Fortunately, there are many ways you can earn and maintain a reputation for accurate, dependable service.
Below are five customer service best practices to help you get started.