Customer Service Performance Progress and Opportunities

• Have we reduced our Total cycle time by at least 50 percent over the past three years?
• Do 99 percent or more of our orders reach customers on time?
• Are we shipping zero defect products to our customers?
• Have we reduced our product development cycle time by at least 50 percent over the past three years?
• Have we surveyed our customers in the last two years to establish where we rank on customer-defined service factors versus our competitors?
• Have we provided our customers with new value-added services to enhance our products during the last two years?
• Have we clearly defined the measurable goals we want to achieve and when we want to achieve them?
• Are we measuring and improving upon customer-defined service success factors?
• Do our performance measures appropriately balance customer service into the total business equation?
• Is top management actively engaged in improving customer service?

Source:
Customer Service Improvement: It’s Mission Critical to Your Future
by R. Michael Donovan

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