Eric Asare unit 11 p5
Introduction
In this assignment I shall be writing about my visit to Argos. I carried out a
survey on both customers and staff members. This survey is all about the way
Argos staff members provided customer services to their customers and the
customer’s reaction after the service has been provide to them when I was
monitoring and evaluating.
Definition of monitoring
Organising activities in progress to make sure they are on-course and on-
schedule in meeting the objectives and performance targets.
Definition of evaluation
Management: Rigorous analysis of completed or on-going activities that
determine or support management accountability, effectiveness, and efficiency.
Evaluation of completed activities is called ex-post evaluation, post-hoc
evaluation, or summative evaluation. Evaluation of current or on-going activities
is called in-term evaluation. See also effectiveness evaluation.
Ways customer service can be monitored?
One of the ways Argos can monitor their customer service is by using mystery
shoppers because some of Argos competitions hire mystery shoppers to perform
transactions and then report on the level of service they received. The benefit of
monitoring technique over customer feedback is that the mystery shopper will be
able to know what to look for the moment he or she steps inside Argos. These
shoppers naturally complete a questionnaire right after their transaction that
provides specific, measurable information about the transaction.
The second way Argos can monitor their customer service is by asking the
customers for feedback, because most business managers find it easier asking
customers to give their opinion on the service that has been provided to them.
This is an effective way to locate possible problem areas. A way to do this
technique casually is by creating a conversation with a customer after the
transaction is completed.
Third way is to call a customer to complete a survey or a questionnaire such as
this:
staf yes no
Were the staffs friendly
and easy to get along
with
Were staffs well-
mannered and formal
Did the staffs look
presentable
Were the staffs
informative
1 | Page
, Eric Asare unit 11 p5
You
Where you happy with
the service provided
Did you leave with a
smile on your face
Did you great and
fulfilled
Overall ratings and reason why
1 out of 10
2 out of 10
3 out of 10
4 out of 10
5 out of 10
6 out of 10
7 out of 10
8 out of 10
9 out of 10
10 out of 10
Because it allows Argos to know how their customers feel about the services that
are being provided to them. Also the questionnaires can be collected weekly and
plot that week's responses all on the same chart by placing a check mark in the
appropriate category for each customer check or comment.
How can customer service be evaluated?
One of the ways Argos can evaluate their customer service is by find out the
number of customer complaints they have received because most businesses
assess the quality of service they provide by the number of complaints they
receive. A common hypothesis is that when the number of unhappy customers
decreases, it means the quality of services has increased. Also by not keeping an
ear on the quality of service, they may accidentally be sending those unhappy
customers to other competitions.
A second way Argos can evaluate their customer service is by finding and
identifying their weakness because effective measurement of the quality of the
customer service will help them detect specific weaknesses within Argos. For
example, let just say a customer is not happy with how long they have to wait for
assistance. No matter what devices Argos uses to evaluate the current level of
service, it should be able to help them identify very specific areas which are in
need for improvement.
A third way Argos can evaluate their customer service is by considering their
supply and demand because one of the easiest metrics for measuring the quality
of their customer service is simply their number of sales this is because usually
happy customers are most likely to purchase more products, so if sales are
2 | Page
Introduction
In this assignment I shall be writing about my visit to Argos. I carried out a
survey on both customers and staff members. This survey is all about the way
Argos staff members provided customer services to their customers and the
customer’s reaction after the service has been provide to them when I was
monitoring and evaluating.
Definition of monitoring
Organising activities in progress to make sure they are on-course and on-
schedule in meeting the objectives and performance targets.
Definition of evaluation
Management: Rigorous analysis of completed or on-going activities that
determine or support management accountability, effectiveness, and efficiency.
Evaluation of completed activities is called ex-post evaluation, post-hoc
evaluation, or summative evaluation. Evaluation of current or on-going activities
is called in-term evaluation. See also effectiveness evaluation.
Ways customer service can be monitored?
One of the ways Argos can monitor their customer service is by using mystery
shoppers because some of Argos competitions hire mystery shoppers to perform
transactions and then report on the level of service they received. The benefit of
monitoring technique over customer feedback is that the mystery shopper will be
able to know what to look for the moment he or she steps inside Argos. These
shoppers naturally complete a questionnaire right after their transaction that
provides specific, measurable information about the transaction.
The second way Argos can monitor their customer service is by asking the
customers for feedback, because most business managers find it easier asking
customers to give their opinion on the service that has been provided to them.
This is an effective way to locate possible problem areas. A way to do this
technique casually is by creating a conversation with a customer after the
transaction is completed.
Third way is to call a customer to complete a survey or a questionnaire such as
this:
staf yes no
Were the staffs friendly
and easy to get along
with
Were staffs well-
mannered and formal
Did the staffs look
presentable
Were the staffs
informative
1 | Page
, Eric Asare unit 11 p5
You
Where you happy with
the service provided
Did you leave with a
smile on your face
Did you great and
fulfilled
Overall ratings and reason why
1 out of 10
2 out of 10
3 out of 10
4 out of 10
5 out of 10
6 out of 10
7 out of 10
8 out of 10
9 out of 10
10 out of 10
Because it allows Argos to know how their customers feel about the services that
are being provided to them. Also the questionnaires can be collected weekly and
plot that week's responses all on the same chart by placing a check mark in the
appropriate category for each customer check or comment.
How can customer service be evaluated?
One of the ways Argos can evaluate their customer service is by find out the
number of customer complaints they have received because most businesses
assess the quality of service they provide by the number of complaints they
receive. A common hypothesis is that when the number of unhappy customers
decreases, it means the quality of services has increased. Also by not keeping an
ear on the quality of service, they may accidentally be sending those unhappy
customers to other competitions.
A second way Argos can evaluate their customer service is by finding and
identifying their weakness because effective measurement of the quality of the
customer service will help them detect specific weaknesses within Argos. For
example, let just say a customer is not happy with how long they have to wait for
assistance. No matter what devices Argos uses to evaluate the current level of
service, it should be able to help them identify very specific areas which are in
need for improvement.
A third way Argos can evaluate their customer service is by considering their
supply and demand because one of the easiest metrics for measuring the quality
of their customer service is simply their number of sales this is because usually
happy customers are most likely to purchase more products, so if sales are
2 | Page
