1.7 Analyse the advantages and Data analysis methods disadvantages of a range of data Quantitative and qualitative Answer: analysis methods 2. Be able to plan the 2.1 Identify the features of Answer: measurement of customer service against which customer service customer satisfaction can be measured 2.2 Select data collection methods Data collection methods e.g. Surveys, focus groups, informal customer that are valid and reliable feedback, observation 2.3 Specify monitoring techniques Monitoring techniques e.g. KPI’s, figures, returns, complaints that measure customer satisfaction Answer: 2.4 Establish evaluation objectives Evaluation objectives and key performance indicators What you want to gain from the measurement of customer service. They will (KPIs) in the measurement of enable you to reflect on possible future needs or change needed. customer service 2.5 Specify the information to be Answer: collected 3. Be able to evaluate 3.1 Validate the information the quality of customer collected to identify useable data service 3.2 Use information analysis Information analysis methods: methods that are appropriate to Qualitative, quantitative. the nature of the information collected 3.3 Identify instances of effective Answer: customer service, shortfalls and gaps from the information analysis against agreed criteria
1.7 Analyse the advantages and disadvantages of a range of data analysis methods Data analysis methods Quantitative and qualitative Answer: 2. Be able to plan the measurement of customer service 2.1 Identify the features of customer service against which customer satisfaction can be measured Answer: 2.2 Select data collection methods that are valid and reliable Data collection methods e.g. Surveys, focus groups, informal customer feedback, observation 2.3 Specify monitoring techniques that measure customer satisfaction Monitoring techniques e.g. KPI’s, figures, returns, complaints Answer: 2.4 Establish evaluation objectives and key performance indicators (KPIs) in the measurement of customer service Evaluation objectives What you want to gain from the measurement of customer service. They will enable you to reflect on possible future needs or change needed. 2.5 Specify the information to be collected Answer: 3. Be able to evaluate the quality of customer service 3.1 Validate the information collected to identify useable data 3.2 Use information analysis methods that are appropriate to the nature of the information collected Information analysis methods: Qualitative, quantitative. 3.3 Identify instances of effective customer service, shortfalls and gaps from the information analysis against agreed criteria Answer: