The hidden gaps in service data

The hidden gaps in service data

Board and executive meetings are tough.

You know you’ll be challenged on something.

You’ll be on the defensive.

A tried-and-true tactic to survive these meetings is to provide some good or boring news in the mix.

This allows the presenter to seem on top of things and balance the inevitable bad news.

One of the most ingenious strategies is to sugar-coat with Customer Service statistics.


Because most customer feedback surveys provide consistent answers over time. So an executive can report things like “Our service levels are still at 93%”. Sound good, right? But…

The purpose of this data is not to tick a box.

This data may not reveal the whole picture. It may not measure what’s happening when there’s a problem. And it certainly doesn’t measure whether staff are doing the things that are profitable (eg cross selling).

Are staff closing the sale? Are staff cross selling? Are staff mentioning the promotion?

Not doing these activities costs profitability, but no-one will know unless you measure it.

Track the soft skills (3 examples).

  • Track items purchased per sale

  • Use machine algorithms to track recorded phone calls

  • Mystery Shopping (still the easiest way to track it).

There’s low hanging fruit there to be picked.

Screen Shot 2019-07-28 at 7.18.41 am.jpg
How to get people to give a damn

How to get people to give a damn