Online Customer Service Assessment Concept

Regular detailed assessment is the beginning of a successful and fruitful journey to Customer Service Excellence. It assists the organisation to determine their current position with respect to customer service performance and helps organisations mature into a customer focused organisation. The Institute have developed online Customer Service Assessment tools specifically based on the requirements of The International Customer Service Standard (TICSS) and its 5P's Service Quality Model (Philip Forrest 1985-2010). The assessment tool focuses the organisations attention on the 5 main pillars of excellent customer service:

1. Policies
2. Processes
3. Products/Services
4. People
5. Premises

Furthermore it stresses the importance of continuous Performance Measurement to reinforce sustainable improvement in service quality. Each P of the Service Quality Model has its own set of criteria and corresponding requirements.  Scoring for each of the criteria is measured on a 5 point scale using scoring tables.  The criterion are each assessed according to demonstration of evidence of documentation of the requirements or evidence of implementation and adoption of the requirements.  The Application and Explanation Guide (TICSS2010-AEG001) clearly states which criterion are to be assessed with which scoring table.

Fulfilment of the TICSS criterion Fulfilment of
the criterion
All of the listed requirements
100%
More than 75% of the listed requirements
75%
More than 50% of the listed requirements
50%
More than 25% of the listed requirements
25%
Less than 25% of the listed requirements
0%

Organisations which have demonstrated implementation and adoption of criterion will have ensured that the relevant requirements have been clearly communicated to relevant employees and have been adopted into the measurement improvement cycle of the organisation.

Besides calculating an organisation's overall customer service performance, Site Assessment evaluates the fulfilment of each criterion, and calculates the score for each P (customer service pillar) separately. Through this breakdown, organisations will be able to identify the areas of strengths and weaknesses enabling them to develop an action plan for improvement.

Following completion of Site Assessment, organisations can create a detailed real-time report highlighting their overall customer service performance, the breakdown of the overall score for each P and a detailed list of strengths and weaknesses to focus on.