Customer service quality reviews
Customer service quality (CSQ)To maximise the retention of existing customers, as well as to attract new ones, it is important to ensure that customer service is monitored and responded to in a timely and appropriate manner. If problems reported to leisure service staff are resolved to the customer's satisfaction then that customer may become a positive advocate for the service. On the other hand, dissatisfied customers can be a powerful negative influence through word of mouth promotion.
CERM PI has refined a measurement process to monitor customer service quality (CSQ) as well as customer service problems and their resolution for leisure services. The CERM PI CSQ questionnaire usually includes 19 core attributes for sports and leisure centres derived from extensive focus group research. The number of core attributes will vary according to the specific facilities/services being examined.
The CERM PI CSQ process to generate attributes for the CSQ questionnaire is driven by customer inputs, particularly from customer focus group meetings. Since 1993, CERM PI personnel have regularly conducted focus group sessions with leisure facility/service customers and others with facility managers and staff, throughout Australia, New Zealand and the United Kingdom. The customer focus groups are stratified to represent the range of customers for different programs and facilities.
The CERM PI CSQ questionnaire is designed to measure customer service quality at a macro level. Consequently, the attributes (for sports and leisure services) are reasonably broad eg "Facilities are always clean" and "Parking area is very safe and secure (cars, bikes etc)". The generic nature of the CERM PI attributes is intended to reduce the potential for respondent fatigue in completing the questionnaire. In turn, analyses of the CERM PI attributes allows managers to focus on individual attributes by developing "tracking" instruments to determine what aspects of an attribute are a problem or a strength, and for which specific target groups.
The CERM PI customer service quality (CSQ) questionnaire helps measure how well a service is provided or how successful a leisure service management team is in meeting its service objectives. A representative sample of customers are asked to complete a short questionnaire dealing primarily with customer's expectations compared with their perceptions of the agency's performance. The questionnaire also includes sections to record customer demographic and use characteristics, and to measure problem resolution as well as customer advocacy.
Community service obligations (CSO)
Appropriateness indicators are Australian Bureau of Statistics (ABS) data from the most recent census as well as your own customer feedback, to develop the customer-local community 'degree-of-fit index' (CCDoF index). The index designed to gauge the achievement of community service obligations (CSO) and identify CSO priority participant groups.