Service Information and Results

Acquire and analyse data and information to enhance the organisation’s service performance

Type

Functional

Competency Area

Customer Experience

Levels

Developing networks relevant to an organisation’s industry

Gather information relating to the industry in which the organisation operates

Analyse impact of internal and external trends on the organisation

Monitor internal and external trends relevant to the industry in which the organisation operates in

Manage service quality and customer satisfaction

Recognise the importance of organisation’s service standards in attaining service excellence

Assess gaps between actual service performance and organisation’s service standards

Communicate service performance levels to motivate team to achieve service excellence

Monitor service performance levels for effectiveness of actions taken

Analyse customer data to improve service quality and customer satisfaction

Analyse service quality and customer satisfaction results to determine the organisation's performance

Communicate findings and results to relevant stakeholders

Implement improvement plans to close service performance gaps

Monitor and manage customer information for service excellence

Develop service quality and customer satisfaction framework

Identify the strategic needs and priorities of the organisation

Select the type of performance required to be measured

Select the metric or key performance indicator required to measure performance

Set targets or benchmarks required to be achieved

Establish data collection methods, frequency of data collection and benchmarks to assess service quality and customer satisfaction

Evaluate service quality and customer satisfaction performance against benchmarking criteria and key performance indicators

Communicate service quality and customer satisfaction performance to stakeholders