Quality Control’s Role in Customer Retention

Customer retention often comes down to one word, relationships.  The stronger your customer relationships are, the greater the chance of them sticking around becomes.  This is true for all industries, especially the service industry.

Quality control starts during training. Employees must understand, down to each step, exactly how to perform the tasks for which they are responsible and exhibit the ability to do so.  It’s essential to have set standards in place so all employees and managers use the same metrics to evaluate results.

Technology is an essential part of quality control. QC technology helps you:

  • Measure and improve
  • Identify problem areas and rectify
  • Provide an office-field connected system for tracking quality and expectations
  • Create client review reports (monthly/quarterly) for customer engagement on the quality of services
  • Give clients assurance your QC program is systematic and repeatable

71% of more than 200 senior marketing managers said that quality control in customer satisfaction is one of the most useful metrics for monitoring success.  It forces you to be more invested in what happens, especially when it’s tied to your bottom line.

Customers want to know you are following through on your promises.  Providing them with data and reports supporting your work strengthens your relationships with them.  Technology helps here too through automated reports sent to clients, which show transparency and that you aren’t protective of your performance.

Quality Control, customer satisfaction and customer retention are linked and interdependent.  Since increasing customer retention by just 5% equates to a 25-95% profit increase, investing in a good quality control problem is well worth it.

Sources: ngdata.com, customerthink.com

By |2018-04-05T17:31:31+00:00April 5th, 2018|building service contractors|