In estate agency we generally measure the success of an agent by how many properties they sell or let. Other areas measured would also include number of viewings booked, Market Appraisals arranged and Financial Services appointments booked.
I had a brilliant negotiator work for me, he could sell or let any property brought to the market, he brought in a steady income of around £15,000 a month and almost always hit his booked business targets. On paper he was a successful agent right? Wrong. The trail of devastation left in his wake told a different story.
The damage to the reputation of the business and the brand was huge. Had I measured his customer service delivery earlier I would have saved a whole lot of heartache. By measuring your team’s business performance and customer service delivery you will build up a truer picture of who your company champions are.
There are a number of ways you can measure customer service delivery a popular one being Net Promoter Score, there are review sites available and email feedback survey forms. My favourite is picking up the phone to the customer and asking for their feedback about the service. Getting this information from the horses mouth so to say will help you measure the success of your agents across both disciplines.