MEASUREMENT/BENCHMARKING

To measure the impact of Service Quality Institute's learning systems we suggest you track the following on a monthly, quarterly and annual basis.

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 
        Employees
10. Shrinkage/Theft
11. Tardiness
12. Absenteeism
13. Workers Compensation Claims
14. Grievances
15. Claims
16. Customer Service Performance Standards

Effective measurements require that:

1. All employees go through the training.
2. Service Quality Institute's learning system be used for all employees
3. The return on investment be measured by total dollars invested in our technology
4. Service Quality Institute can design and help evaluate the measurements.  Before and after measurements with hard data for each step/phase are encouraged.