Customer Satisfaction And Loyalty Measurement

Legislation related to customer service standards and delivery in your industry

Discuss about the Customer Satisfaction and Loyalty Measurement.

The legislation related to the customer service standard of Australia is commenced under the Australian Consumer Law (ACL) that is scheduled to the Competition and Consumer Act 2010. This acts helps in protecting the interest of the customers and ensure that customer satisfaction is maintained in a proper manner. Apart from this other legislation that may affect the success of an organisation includes Consumer Rights Act 2015 and the Fair Trading Act, 1987.

According to Zhuang and Babin (2015), some of the standards related to customer service that needs to be followed include:

Speed standard: This important standard needs to be followed as customers expect the product to be delivered quickly so that they can enjoy the products. For example, most restaurants have tag line that food is delivered within 45 minutes in a limited range.

Quality standard: The quality of the product is important as it outlines the efficiency of the organisations. This helps in judging the organisation and helps in maintaining the loyalty of the customers.

The standards identified can be communicated with the stakeholders with the help of social media or organisational emails. Stakeholders such as the customers can be communicated with the help of social media while the employees can be communicated via emails. This can help in involving every stakeholder of the organisation and ensure that the organisations get to maintain the loyalty of the customers and the support of the employees (Chen, Zhu and Zhou 2015).

Team performance can be managed by assessing the quality of services after its delivery. Support to the staffs can be provided by ensuring that benchmarking activities are conducted that help in meeting the quality standard. According to Cook (2017), encouraging the team members to contribute their ideas in the maintaining of quality can be considered to ensure that effective services can be maintained. At the same time, team performance can be maintained by ensuring that every team members is provided with incentive after every successful service delivery.

The resources that are required by the team or organisation include assistance from finance, material as well as support from the human resources. Every team member need to be well trained in the service delivery so that they can continue to progress in the organisation. The high standard of customer service requires proper assistance from the financial department so that the organisation can continue to innovate and make effective progress in the service delivery to the customers.

Listing some customer service standards that apply for your team

The customer records that need to be maintained include the number of sales of a particular product. The customer satisfaction can be made by ensuring that the feedback of the customers are maintained and analysed. This can help in the future improvement of the services and ensure that proper delivery of the services is done based on the needs and demands of the customers. At the same time, address and contact information of the customers need to be maintained so that contact can be made with them in the future.

The needs and demands of the customers were assessed by analysing the results of the survey. The appropriate service or product preferred by the customers can be analysed by conducting interview so that the preference of the customers can be analysed in a proper manner. For example, information that customers prefer quality to speed can be discovered after the survey. According to Hill and Alexander (2017), products and services delivered by the organisations need to be based on the preferences of the customers so that its loyalty can be maintained.

The information received about the preference of quality to speed can be confirmed by conducting experiments based on providing the products or rendering the services. The organisation needs to ensure that every need of the customer is satisfied and that demands made by the customers are agreed upon in a productive manner. Therefore, it can be said that every effort that deals with the satisfaction of the customers can be made by agreeing upon the results of the survey.

The effective delivery of service can meet the demand of the customer by promoting the product in a proper manner. Better customer outcome can be achieved by ensuring that needs and expectations of the customers are met with the effective delivery of the products (Blut et al. 2015). Hence, it can be said that customer needs and expectations can be met by not only analysing the needs of the customers but also by ensuring that the survey products are done based on the demands provided by them.

Questions that need to be applied in the survey that can help in gathering relevant information can be:

Question 1: Are you satisfied with the quality of service being provided?

Question 2: What are some of the changes that you need to consider so that we can improve the service quality?

Question 3: What do you think are the main strengths of the organisation?

Clear customer service standards communicated to stakeholders in your organisation

Question 4: Does the weakness of the organisation hamper the development of the service delivery?

Question 5: What new standards can you suggest to be implemented in the organisation for its improvement?

Question 6: Will you recommend others to use the services of the organisation?

One of the issues identified by the customers concerns the quality of the service. The service quality is said to be poor given the fact that the organisations fails to deliver the products within a specific period. Enhancing of this can be done by providing the best service deliverymen for the job and by analysing the shortest routes available for responding to the needs of the customers.

The implementation of the best services can be done by ensuring that the organisation hire and recruit experienced deliverymen. As stated by Lam and Mayer (2014) in the modern day, technology such as GPS can be used to ensure that people find the shortest route required for delivering products and services. It can also help managers to monitor the progress of the employees that are delivering the product and at the same time guide them in case they are not familiar with the route. The implementation need to be done within a month from receiving feedback so that loyalty of the customers can be retained.

The situation in question is related to the poor customer service delivery due to the lack of knowledge of the deliveryman. The deliveryman had failed to live up to the promise that the product ordered by the customer can be delivered within 45 minutes. Due to poor sense of direction, the deliveryman had taken wrong routes and had been for an hour. This brought about a fall in the reputation of the organisation and the expectations that the organisation provides good services had been hindered.

The element of the service delivery that caused the problem to occur was lack of proper IT equipments. The lack of proper equipments had instigated the failure to remain on time and therefore, hampered the production and reputation of the organisation.

The customer problem was resolved by providing GPS technology on the bikes and by monitoring the progress made by the deliverymen (Hill and Brierley 2017). Therefore, timely delivery of services was made possible and the response of the customers was positive as it satisfied the requirement of meeting quality product within a specific time. Financial contribution made by the customers helped in achieving this unique feat.

Describing monitoring and managing team performance in the area of customer service delivery

This situation provided an excellent learning curve that resulted in quality delivery of services. The manner in which this can be avoided for further repetition in the future is by ensuring that proper checking of the materials required for the delivery of products are checked and providing to the deliverymen. This can help them to remain on time and maintain the reputation of being one of the best quality and fast service providing delivery organisation in the country.

Agnihotri, R., Dingus, R., Hu, M.Y. and Krush, M.T., 2016. Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, pp.172-180.

Blut, M., Frennea, C.M., Mittal, V. and Mothersbaugh, D.L., 2015. How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), pp.226-229.

Chen, Z., Zhu, J. and Zhou, M., 2015. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), p.511.

Cook, S., 2017. Measuring customer service effectiveness. Routledge.

Ennew, C.T., Binks, M.R. and Chiplin, B., 2015. Customer satisfaction and customer retention: An examination of small businesses and their banks in the UK. In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference (pp. 188-192). Springer, Cham.

Han, H. and Hyun, S.S., 2015. Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46, pp.20-29.

Hill, N. and Alexander, J., 2017. Customer satisfaction and loyalty measurement. Routledge.

Hill, N. and Brierley, J., 2017. How to measure customer satisfaction. Routledge.

Lam, C.F. and Mayer, D.M., 2014. When do employees speak up for their customers? A model of voice in a customer service context. Personnel Psychology, 67(3), pp.637-666.

Shire, K., Holtgrewe, U. and Kerst, C., 2017. Re-organising customer service work: an introduction. Re-organising Service Work: Call Centres in Germany and Britain: Call Centres in Germany and Britain, p.1.

Zablah, A.R., Carlson, B.D., Donavan, D.T., Maxham III, J.G. and Brown, T.J., 2016. A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context. Journal of Applied Psychology, 101(5), p.743.

Zhuang, W. and Babin, B.J., 2015. The Influence of E-Service-Quality on Customer Value Perception and Satisfaction: The Case of Third-Party Web Sites. In Marketing Dynamism & Sustainability: Things Change, Things Stay the Same… (pp. 114-117). Springer, Cham.