| The following are five ways by which you can test | | | | time-bounded. For instance, for a month's total number |
| your customer service level. This list is not exhaustive, | | | | of orders, what percentage has been delivered on |
| but this should give you a fair idea of how good you | | | | time? If you register that 95% of the time, your |
| are at serving your customers. | | | | customers receive their order at the designated |
| Can you readily fill orders through your inventory? | | | | delivery date, then your business is doing fine. |
| If you have great customer service level, then you | | | | Can you successfully resolve your customers |
| should easily be able to fill your customer orders. You | | | | concerns? |
| should keep careful note of what your customers | | | | For great customer service, you need to respond to |
| order and whether you have the item they are | | | | your customers' inquiries and resolve their concerns. A |
| requesting at the time you receive the order. If you are | | | | simple way of testing this would be to measure the |
| almost always "out of stock," then you are failing to | | | | proportion of the number of customer inquiries that |
| serve your customers the best way possible. | | | | have been effectively resolved to the total number of |
| In a business with diverse number of products, if you | | | | customer inquiries received. |
| are able to fill the order for approximately 95% of the | | | | Do you respond quickly to your customers' mails |
| time then you are doing fine. If you are a business that | | | | emails and phone calls? |
| offers only one product, 100% fulfillment of normal | | | | How fast you respond to customers is another means |
| orders (barring abnormally large orders) should be your | | | | of measuring your customer service level. If you are |
| goal. | | | | able to respond to your customers within 24 hours |
| Can you deliver your customers' orders in time? | | | | (less is even better) of receiving their call, |
| Another factor that you should measure to test your | | | | correspondence or email, then you are doing great. |
| customer service level is the efficiency of your service | | | | Do you pass according to your customers? |
| or how fast you are able to deliver the product or | | | | Finally, your customers themselves can tell you |
| service which has been ordered. If you are almost | | | | whether you pass or fail when it comes to fulfilling their |
| always missing your target delivery dates, then your | | | | needs. You can actually conduct a customer survey. |
| customer service delivery chain needs major work. | | | | The survey should focus on customer service issues |
| You should compute the proportion of customer | | | | so you can measure how well you are able to serve |
| orders that have been delivered on time to the total | | | | your customers from these customers' point of view. |
| number of customer orders. This calculation should be | | | | |