CSI

It suprising to me that many firms dont measure or embrace Customer Service. If a firm really makes an effort to gather the data and reward high performing individuals customer service becomes part of the culture of the firm. The survey is the traditional measurment tool, but the process to gather the survey results is even more important. Here is the process that I ahve developed over the last few years.

Process

1. The marketing assistant will send a report denoting all qualifying projects to all Portfolio Managers and Sales People the first Wednesday of each month.
2. The Sales Person will call the client to make them aware that the survey will be coming and the purpose of the survey.
3. The survey will be sent by the Marketing Assistant using the COOs email address and Name on the third Wednesday of each month to the qualifying clients.
4. The Marketing assistant will compile the results the following week and send to all Portfolio Managers and Sales People
5. The Sales Person will follow up on any survey not returned the week following the status report.
6. The Marketing assistant will send a weekly update to all named client contacts on all additional surveys completed.
7. Executive management (CEO, COO, CTO, and CFO) will call any client providing a score of 2 or below. The caller will gather feedback, disseminate to affected department heads, and deliver in the bi-weekly management meeting.
8. If we did not receive a returned survey the Portfolio Manager will work with the Sales Person to accomplish the goal.