Transcript Evaluating customer service

Evaluating customer
service
P4
Today you will….

Look at how Chester Zoo evaluate
customer service

Add to your work how Chester Zoo
evaluate customer service
Last lesson…

Can you remember how customer service
is monitored at Chester zoo?
Customer Questionnaires
 Mystery Shoppers
 Informal customer feedback
 Complaints letter

Why evaluate customer service??

To identify the areas which need
improving

To ensure Chester Zoo is providing good
customer service

To look at repeat customers & new
customers
From questionnaires…
What was your main reason for visiting the Zoo today?
1%
0%
5%
52%
10%
20%
30%
40%
50%
28%
60%
70%
10%
2%
80%
90%
2%
100%
No reply
An educational trip
For fresh air
To see the animals
A fun day out
To entertain the children
To see the gardens
To support the conservation of animals

Can see where people come from
How would you rate your visit today overall using a scale of 1-10?
1% 2%
7%
2%
0%
10%
No reply
1.
32%
20%
2.
30%
3.
25%
40%
4.
50%
5.
29%
60%
6.
70%
7.
80%
8.
90%
9.
100%
10.
• At a glance can see how customers rate their
day out
Informal Customer feedback

How do you think it is evaluated??

Tell manager

Notice same response it can improved or
promoted
Customer Feedback
Your Task….

Write why Chester Zoo evaluate customer
service

Explain two different ways Chester Zoo
can evaluate customer service, use screen
shots and detailed information from your
sheet.
Mystery Shoppers….
Mystery Shoppers - Expectations
Mystery shopper - Overall feelings
Complaints letter
• The complaint is recorded for future
reference
• Points are taken up inside the Zoo to sort
out what went wrong
• Advice and information is obtained from
the Animal Division if the complaint
relates to animal management
Your Task…..

Add to your work mystery shoppers and
complaints letter, using screen shots and
detailed information from your work sheet