How to Construct a Control Chart for Customer Service
A control chart for customer service offers a graphic display of clients' opinions. Control charts that track customer service come in different forms, but share three traits: a mathematical average, and lower and upper limits that indicate variances. A good control chart indicates the effectiveness of changes, and communicates how well a service performed during a specific time period. A restaurant is a simple example of a business that can use a control chart to improve its service, but the technique applies to all customer-oriented business.
Other People Are Reading
Instructions
-
-
1
Decide what customer service you need to measure. Suppose, for instance, you want to know what the customers think of the daily specials in your restaurant. Construct a control chart to measure their opinion and use the information to improve your business.
-
2
Design a short questionnaire to be delivered with an invoice or bill. People are time poor, so use a 1-to-5 scale and keep it to a maximum of five questions. A restaurant may ask about portion size, presentation, value for money and overall evaluation.
-
-
3
Collect data, and offer a small incentive for the feedback, if necessary. A restaurant may offer a free cup of coffee or a cookie in exchange for filling in the questionnaire.
-
4
Plot the data on a graph. You can sit down with a paper-and-pencil graph or use a computer program to help you chart the information you collected.
-
5
Calculate the high and low points on the graph. If one customer rated the portion size as a low of 2 and another rated it as a high of 5, plot it accordingly. You can create a separate control chart for each question, or plot them on one graph using different colors for each question.
-
6
Assess your data and make plans based on your information. Once you know that 83 percent of your customers are happy with the portion size of your daily specials and that 91 percent rate it at 4.3 percent as value for money, you can give the chef a bonus.
-
1
References
- Photo Credit restaurant image by Francis Lempérière from Fotolia.com
