Measuring the Results of our Training Programs

To measure the impact of Service Quality Institute's learning systems we suggest you track the following on a monthly, quarterly and annual basis to see first hand the results from our employee training. By building self worth and developing professionals our employee training programs will help you impact these 16 areas:10 steps to exceptional customer service graphic

  1. Sales
  2. Market Share
  3. Profit
  4. Defection Rate
  5. Customer Count
  6. Customer Complaints
  7. Customer Satisfaction
  8. Repeat Business
  9. Employee Turnover
    a. Actual Number
    b. Cost to Replace
  10. Shrinkage/Theft
  11. Tardiness
  12. Absenteeism
  13. Workers Compensation Claims
  14. Grievances
  15. Claims
  16. Customer Service Performance Standards

Effective measurements require the following:

  • All employees go through the employee training.
  • Service Quality Institute's learning system be used for all employees so we build their self worth.
  • The return on investment be measured by total dollars invested in our technology so we develop professionals.
  • Service Quality Institute can design and help evaluate the measurements.
  • Before and after measurements with hard data for each step/phase are encouraged.