The Monitoring and Evaluation of Customer Service

The Monitoring and Evaluation of Customer Service

Asda must be aware that all systems that are being run in the company

must be efficient and of good quality. Here is a list of services that

are monitored at Asda to show how customer service is doing

1. Delivery times

2. Dealing with complaints, compliments and sales

3. Quality of products and Damaged products

4. Accuracy in delivery service

1. Delivery Times

Delivery Times need to be monitored closely because customers expect

their order to be received at the time stated. For example if the

order was meant to arrive at 2.00pm and it arrived at 2.00am then that

would show bad service on Asda’s behalf. So it is ideal that Asda

train employees on routes to take to reach customers quickly and

efficiently. For Asda to monitor all there orders they might try

phoning customers and asking if there delivery has been received or

they could use mobile phones that can be used to track down drivers

and tell them where they must go next. The other idea going is that

Asda’s delivery drivers can hand out a booklet that the customer can

fill out and say whether they are impressed with the delivery and the

level of service provided. Asda do carefully monitor all Deliveries

and make sure that there are no damaged goods inside the bags as they

want the customer to feel they can rely on Asda to drop of all there

deliveries safely without causing damage. Delivery times have to

carefully monitored and more then one driver is required for this kind

of job. Each driver is provided with a tick sheet where they can tick

the houses they have visited and on those sheets they have to write

the time the goods were given to the customer. This is to help Asda

evaluate the average time it takes to get to each customer home.

2. Dealing with complaints, compliments and sales

If there are any Complaints with any Asda service then Asda can use

the complaints as Appraisals and turn them into constructive