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Customer Service Index – CSI
The Customer Service Index (CSI) is an important way to gauge how your organisation ranks compared to your competitors and identify areas where you can develop your service/product delivery to keep your customers happier, for longer.
Key Benefits
Creating a customer centric culture within an organisation can allow you to shape your service/product offering around the needs of your customers.
Learning from your results can positively influence reduction in wasted resources and increases in sales through customer satisfaction levels.
The Customer Service Index (CSI) can help your organisation by increasing:
- Bottom–line performance,
- Profitability,
- Increased efficient use of resources,
- Retaining customers for longer and earning their trust,
- Lower costs per customer acquisition,
- Customer endorsements and recommendations,
- Employee satisfaction,
- Reputation.
How does it Work?
Customer Service Index (CSI) can be specific to group of similar organisations, examples include:
- Sectors: Manufacturing, Leisure, etc,
- Professional Services: Accountancy firms, Law firms, etc,
- Similar businesses: Accident Repair Centres, Coffee Shops, etc,
- Membership Associations, where the association facilitates the CSI benchmark for it’s members,
Our Index is sector specific as customer experience scores change greatly across industry sectors and give different weightings across the customer journey map.
With CSI, you can drill down, audit and review the effectiveness of key performance indicators in your organisation compared to the performance levels of your competitors.
The CSI does this by:
- Aligning internal management and leadership functions,
- Reviewing the effectiveness your chosen strategy,
- Benchmarking against your competitors using sector specific KPIs,
- Identifying gaps and pitfalls in customer service delivery,
- Using research to fill gaps and identify future paths of growth,
- Evaluating business process and their overall impact of customer satisfaction or customer experience.
Metrics
At CSM, we design and implement CSI using key metrics, this ensures your CSI delivers the key insight your organisation needs when compared against other competitors in your sector. Our key metrics include:
Processes |
Staff Configuration |
External Messaging |
|---|---|---|
| Quality & efficiency | Helpfulness of staff | Reputation |
| Price/cost | Friendliness of staff | Professionalism |
| Product/service quality | Competence of staff | Being kept informed |
| Billing | Treated like a valued customer | Staff appearance |
| Ease of doing business | Continuity of staff | Access/appearance of premises |
| Product/service range | Information/advice | |
| Timeliness | Problem solving | |
| Speed of service | Handling of enquiries | |
| On-time delivery/solution | Handling of complaints | |
| Outcome of complaints |
Related Case Studies:
Citroën UK
Citroën UK’s brief focused on an operational “customer service” measurement tool, for the Bodyshop Departments within their dealerships.
During initial conversations, the ability to capture and compare additional customer information became clear.
Vehicle manufactures sell cars, but there is an urban myth around the customer experience following a vehicle accident i.e. how does the car body repair experience influence vehicle sales?
Farscape:
CSM has helped Farscape uncover insight by using quantitative and qualitative research methods. Using the “Net Promoter Score” to segment their client base, Farscape identified their brand evangelists and customers most likely to recommend them to others.
