Close your internal service Gaps to improve CX

Do you ever think why are some organisations brilliant at what they do and others are unable to get products or service right?

Some of this equation is about their internal service quality and why its as important to measure as your CX?

The whole is greater than the sum of its parts - Aristotle

Unless all parts are working together and aligned towards the same goal, friction and service misalignment exists between departments, internal teams and customers soon start to feel the impact.

Why?

Because an organisation's internal service impacts its end customers.

Through many years of studying, measuring and analysing service quality here are some of the problems we have helped organisations understand and solve whilst measuring internal team relationships and services.

Quality of service

The quality of service provided by an organization's internal departments such as customer support, sales, and supply chain management, directly influences the customer experience. They are reliant upon timelines, quality of product and service and reliability of their internal colleagues.

If internal service is efficient and well-coordinated, customers are more likely to have positive experiences and less likely to encounter issues that negatively impact their experiences.

Think about the broader impact on staff, the frustration of communicating bad news to customers about delays, or letting them know why a product is sub standard will have a detrimental effect on an individuals growth, desire to be proactive and please customers, external or otherwise.

Timeliness

End customers expect timely delivery of products and services, and the internal processes and service of an organisation influences meeting these expectations.

If service is slow or ineffective, it can result in delayed delivery of products and services, leading to customer dissatisfaction.

Delivering high quality service has to be frictionless, we are no longer prepared to wait, we have high expectations and the risk of not meeting those means at best a dissatisfied customer or at worst a lost sale. This begs the question - will the customer return again? Or, can any business afford to lose customers?

Communication

The way in which a business communicates with its customers will impact their experience and perception. If the internal service departments are not effectively communicating with each other, it can result in miscommunication with customers, causing frustration and a negative experience. If interdepartmental communication isn’t aligned, it fails.

We see this in our day to day lives whether its taking a car for a service or talking with our energy supplier, poor or broken communication causes frustration and we start considering our options about future relationships with those suppliers.

Product and service quality

The quality of products and services offered by an organisation is directly tied to its internal service. If the internal service is not up to standard, it can result in poor quality product specification and services that do not meet customer expectations.

These are all fairly compelling reasons to start measuring internal service and relationships.

In summary, the internal services and working practices of an organisation greatly impacts the overall customer experience, it also influences employee morale and experience. If people aren’t working together to achieve the same goals, there will be poor cohesion between internal teams, this will lower morale and longer term employee loyalty.

It's important for organisations to invest in and prioritise improving their internal service in order to deliver the best possible experience for their customers.

If you would like an informal call to talk about internal research drop an email to:

info@marumatchbox.com

or Request a Proposal, this can be easily downloaded, edited and emailed to us.

 Thank you.