Evaluating customer service

P4

Today you will….

Look at how Chester Zoo evaluate customer service

Add to your work how Chester Zoo evaluate customer service

Last lesson… Can you remember how customer service

is monitored at Chester zoo?

Customer Questionnaires Mystery Shoppers Informal customer feedback Complaints letter

Why evaluate customer service??

To identify the areas which need improving

To ensure Chester Zoo is providing good customer service

To look at repeat customers & new customers

From questionnaires…

Can see where people come from

What was your main reason for visiting the Zoo today?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

1% 52% 5% 28% 2% 10% 2%

No reply

A fun day out

An educational trip

To entertain the children

For fresh air

To see the gardens

To see the animals

To support the conservation of animals

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

1%

2%

2%7% 32% 25% 29%

No reply 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

How would you rate your visit today overall using a scale of 1-10?

• At a glance can see how customers rate their day out

Informal Customer feedback How do you think it is evaluated??

Tell manager

Notice same response it can improved or promoted

Customer Feedback

Your Task….

Write why Chester Zoo evaluate customer service

Explain two different ways Chester Zoo can evaluate customer service, use screen shots and detailed information from your sheet.

Mystery Shoppers….

Mystery Shoppers - Expectations

Mystery shopper - Overall feelings

Complaints letter• The complaint is recorded for future

reference

• Points are taken up inside the Zoo to sort out what went wrong

• Advice and information is obtained from the Animal Division if the complaint relates to animal management

Your Task…..

Add to your work mystery shoppers and complaints letter, using screen shots and detailed information from your work sheet