This week’s topics
Monitoring and assessing service quality
- Key metrics including CSAT and NPS
- Mystery shopping and customer surveys
- Qualitative versus quantitative feedback
- Evaluating organisational service levels
- Customer Satisfaction: Metrics That Matter + How to Improve Them
- Qualitative Data vs Quantitative Data Explained | Five Guys Example
- Feedback and evaluation
What you will be able to do
- 2.3 State ways in which to measure levels of customer service.
- 2.4 Assess the levels of customer service offered by a business.
Activity
Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: state ways in which to measure levels of customer service.
Study materials
Videos
- Customer Satisfaction: Metrics That Matter + How to Improve Them · YouTube · HubSpot Marketing · 10 min · for registered students
- Qualitative Data vs Quantitative Data Explained | Five Guys Example · YouTube · Two Teachers · 12 min · for registered students
- Feedback and evaluation · Oak National Academy, Key Stage 4 (GCSE level) · for registered students
Further resources
- Principles of Marketing, ch. 11.3: The gap model of service quality · PDF · OpenStax, textbook chapter; pp. 386–390 · for registered students
- Business Communication for Success, ch. 8.2: Qualitative and quantitative research · PDF · Saylor Academy, textbook chapter; pp. 308–314 · for registered students
- Service Quality and Customer Satisfaction in the Post Pandemic World · Reading · Reading, article · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
