Customer Service Assessment Reporting and Analysis
Organisations that complete the online Customer Service Site
Assessment receive real-time reporting that allows them to
identify their customer service strengths and weaknesses. The
report results are broken down according to the 5P's
Service Quality model and provides the assessing organisation
with a percentage score for each of the 5P's, as well as a
percentage score for the overall performance of the
organisation.
Certification against TICSS requires access to the online
reporting tool. The certification body will conduct their
independent assessment using the online tool, thereby enabling all
reporting to be contained in one place, facilitating trend
analysis.
The Customer Service Site Assessment report enables
organisations to immediately identify which categories they are
underperforming in. The above sample report stipulates that this
organisation achieved an overall score of 50.9%, showing that low
performance in Product/Service and Policy categories severely
influences the organisation's rating against The International
Customer Service Standard.
