| 1 |
Evidence of positive trends in resolving customer complaints |
30% |
|
Examples may include: |
|
- Clear customer complaint resolution process.
- Customer feedback analysis, customer complaints analysed based on the root cause.
- System for customer complaint resolution.
- Statistics of customer complaint resolution.
- Trends in customer compliant numbers and their ‘First Time Resolution’, ‘Turn Around Time’ etc
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| 2 |
Evidence of customer interaction, communication to identify customer needs and requirements |
20% |
|
Examples may include: |
|
- Evidence of interaction: sales reports, meetings, focused meetings, surveys, letters of appreciation.
- Amount of customer feedback received and how customer feedback is assessed.
- Having a Customer Relationship Management Strategy and or System
|
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| 3 |
Evidence of genuine examples of exceeding customer expectations (going out of their way to help customers) |
15% |
|
Examples may include: |
|
- Customer focus groups or feedback and examples on how difficult complaints were resolved.
- How the customer complaints were received and resolved, telephone, emails, letters, feedback forms etc.
- Letters of appreciation.
|
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| 4 |
Evidence of stakeholders satisfaction of feeling proud to be associated with the company |
10% |
|
Examples may include: |
|
- Evidence of employees encouraging third parties to buy products or services or join the company.
- Stakeholders /owners actively promoting the company.
- Stakeholder interviews and feedback.
- Feedback of any sort from the customers, employees, regulatory body, authorities etc.
- Result of external and internal surveys.
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| 5 |
Evidence of improvements made in ways of working (products, procedures, services etc) in response to customer feedback/ input |
25% |
|
Examples may include: |
|
- Demonstration of how customer feedback was used to modify processes in less than six months.
- Any amendments made within the last few months based on customer feedback to improve overall quality of services.
- Number of customer feedback ideas/suggestions incorporated as part of business change initiatives.
- Any improvements in products and processes as a result of customer feedback.
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