Customer satisfaction is the lynch pin of a successful business regardless of the industry. There is no question as to the importance of providing an experience where the customer is happy with the process, service and outcome.
Conducting regular audits will ensure product or service quality, and customer satisfaction. However, auditing can be stressful and time consuming for all involved if the right audit software and process isn’t implemented.
The purpose of this article is to highlight three key features you need from your audit software, or process, to ensure you’re delivering a consistent, reliable quality product or service.
Customer Satisfaction Is Key
The end result of a happy customer is usually preceded by a long line of systems, processes, regulations, several different employees and even outside third parties or locations.
To ensure a customer is walking away happy, there are many things you need to audit along the way. If you are in the service industry, staff may need specific training and in some cases certification. Or you may be in the wholesale or retail industry where stock levels must be kept to a certain quantity, and quality to meet customer demand and expectations. Throughout all this behind the scenes activity, it’s important for the processes to be uniform, traceable and to flow seamlessly or the customer may not be satisfied, resulting in loss of business, revenue and profits.
Whatever industry you are in, your customer is judging you and in the end it’s them keeping you in business.
Here are three key features you need from your audit software for customer satisfaction.
1. Cloud Technology For Disparate and Mobile Workforces
If your business has more than one location or operates in another company’s space, like catering firms, mobile lending officers, or sales representatives, monitoring customer service becomes more challenging. However, having a consistent service model is crucial in satisfying your customer.
Auditing software that has mobile capabilities, like an app, can be easily used by employees and subcontractors no matter where they are, allowing you to integrate all your audits into one central place – the cloud.
2. Customisable Questionnaires and Checklists
What may be “good” customer service to one person, may not be acceptable by another. It’s important to determine what your customers expect from your company and set benchmarks for your customer service. Is it how quickly your customer is served, or how friendly or helpful your staff are, or perhaps it’s a mixture of all of these. Do your employees, or subcontractors, need to stay up to date with any certification requirements?
Use your auditing software to customise questionnaires and checklists to suit your individual business and needs.
3. Scalable Solutions That Are Fast and Easy To Use
Your customers will feel more confident when they’re dealing with a company that is compliant and on top of what is required by them as a business. That may mean safety signs and processes for your customers to see, or displaying certificates.
However, compliance expectations are increasing all the time and this can be onerous for everyone in the business top to bottom. Staying on top of legal trading requirements, industry certifications and work place safety can be time consuming and stressful.
Your audit software needs to be quick, easy to use and scalable – allowing you to increase the number of audits you need to do without increasing your workload – improving time efficiencies.