At the beginning of each year I set targets for the business. Some are to do with production, some to do with sales but the most important ones are to do with customer service.
But its a tough one to measure - so I decided to use the feefo customer feedback statistics on the Not on the High Street site which we sell through. Feefo asks customers to rate their experience as either excellent, good, poor, or bad. My aim was to move from 86.2% excellent (13.4 % good 0.4% poor) to 90% excellent (10% good 0% poor) - we have been tantalisingly close for a couple of weeks and this morning we tipped over that 90%.
In some ways its a daft way of measuring anything - only a small percentage of people reply to the feedback email and you can catch them on a good day or a bad day. But it keeps me on my toes, it keeps me tweaking how we do things, it keeps me thinking about how we can make the whole "buying from Snapdragon" thing just a little bit better each time - for we need people to come back and buy from us again and again and again . . .(all suggestions for how we can improve are always appreciated - firstname.lastname@example.org)
The cat images are because it was a customer's love of our cat mirrors and her "excellent" rating & lovely comments that tipped us over the 90%