Vedas Customer Service

761 Words2 Pages

Measuring the quality of customer service shows how services supplied by Vedas meet or surpass a customer’s expectation. Understanding their level of satisfaction is important because it provides Vedas with a metric that can be used to manage and improve the service provided.

Being in the education and training many of our baseline customer standards are set by the Prime Contractor but we pride ourselves with standards that surpass the minimum requirements. Excellent customer service feedback is an indicator that the customer intends to reuse our service and will positively promote our services to others.

Within Vedas, when setting our customer service standards, we always ensure that our criteria are achievable during all operating conditions, …show more content…

We also take into consideration the number of people expected to engage with the service, their age, sex, ethnic origin, etc. to ensure we engage with sufficient individuals that are representative of our …show more content…

There are several types of customer metrics used within Vedas but not all of them are designed to inform the overall customer service provided. Each Prime Contractor and each contract I manage requires different metrics for example under the National Careers Service there are metrics for different points of the customers journey to ensure that the service they are provided is consistent with the national requirements. Our performance metrics are meaningful, moveable and are applied consistently; they include (but are not limited to) the number of complaints, complaint resolution, customer interactions, conversion rates, response time and customer satisfaction.

To inform the Metric we use a range of feedback mechanisms including forums, 121’s, online/text/email surveys and questionnaires. Vedas base decisions on data not hunches therefore direct customer feedback is the holy grail of tangible data. We are able to generate real insight into how our customers really feel about the service we have delivered. When a large percentage of our customers suggest a new service or sieve improvement we listen to them as our customers are business and without them we wouldn’t be able to continue

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