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