Access Ability - Customer Services Audits

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Customer Service Audit

Customer service audit is an objective review of all aspects of how an organisation serves their external customers, relying on data collected from a number of sources.

To this end, we use site visits, customer and staff focus groups, documentation accessibility audit, 'mystery' phone calls and web accessibility audit to customer services for completing a customer service audit.

Walk-through

The first component of the audit involves a physical walk-through of the customer accessible areas. The assessor documents the accessibility of the built environment. Key assessment areas can include reception, front offices, meeting rooms, bathrooms and areas where first impressions become lasting perceptions.

Focus groups

To collect feedback from a customer and staff perspective, the assessor conducts focus groups to gather qualitative data. The auditor asks open-ended questions: What are the strengths in relation to customer service? How could better customer service be provided?

Print documents

We assess a sample of the organisations print documents against accessibility criteria, particularly focusing in on the most common documents used, including application forms, information leaflets, customer services guides, etc.

Phone-skill of staff

As a customer, you often form your perception about a company based on one data source, the tone of the phone voice of the staff member you're talking to. Information on the phone-skill's of staff is collected through 'mystery' phone calls to the organisation. The audit team, posing as customers, calls the organisation and rates the call on predetermined criteria (number of rings, greeting tone, response to request, etc.).

Customer Service Audit Report

A customer service audit often results in organisation being able to identify what they are doing well and where improvements need to be made, allowing the organisation to develop an action plan to address these problems that have a major impact on customer perceptions.

Our customer service audit report will assist the organisation in:

Highlight your key strengths in customer services
Identify your weaknesses and key areas for improvement
Provide solutions to ensure your customer has a positive experience
Assist in highlighting where training and development of staff will be most effective
Turn your customers into supporters and advocates of your organisation and business