Evaluating customer service P4
Dec 14, 2015
Evaluating customer service
P4
Today you will….
Look at how Chester Zoo evaluate customer service
Add to your work how Chester Zoo evaluate customer service
Last lesson… Can you remember how customer service
is monitored at Chester zoo?
Customer Questionnaires Mystery Shoppers Informal customer feedback Complaints letter
Why evaluate customer service??
To identify the areas which need improving
To ensure Chester Zoo is providing good customer service
To look at repeat customers & new customers
From questionnaires…
Can see where people come from
What was your main reason for visiting the Zoo today?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
1% 52% 5% 28% 2% 10% 2%
No reply
A fun day out
An educational trip
To entertain the children
For fresh air
To see the gardens
To see the animals
To support the conservation of animals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
1%
2%
2%7% 32% 25% 29%
No reply 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
How would you rate your visit today overall using a scale of 1-10?
• At a glance can see how customers rate their day out
Informal Customer feedback How do you think it is evaluated??
Tell manager
Notice same response it can improved or promoted
Customer Feedback
Your Task….
Write why Chester Zoo evaluate customer service
Explain two different ways Chester Zoo can evaluate customer service, use screen shots and detailed information from your sheet.
Mystery Shoppers….
Mystery Shoppers - Expectations
Mystery shopper - Overall feelings
Complaints letter• The complaint is recorded for future
reference
• Points are taken up inside the Zoo to sort out what went wrong
• Advice and information is obtained from the Animal Division if the complaint relates to animal management
Your Task…..
Add to your work mystery shoppers and complaints letter, using screen shots and detailed information from your work sheet