In any endeavor, there are a given set of pillars that support and facilitate the achievement of success. Whether it be a strong team culture, sophisticated performance management, or exceptional client relations, there are always a certain set of underlying principles that are almost certain to breed achievement.
Measurement is one of these pillars, as it facilitates the description of the terms of success. Think for a moment—how might one truly be able to understand the areas in which they are succeeding and those in which they are failing without clearly defined conditions?
At RTA, we strive to help fleets succeed. One of the methods by which this is achieved is measuring exactly how and why our customer support teams help our clients succeed.
Customer Satisfaction Surveys
“When performance is measured, performance improves. When performance is measured and reported, the rate of improvement accelerates.” - Thomas S. Monson
It has been proven time and time again that there is no better way to improve an enterprise than by considering the voices of all stakeholders in the organization, be it employees, suppliers, or clients.
At RTA, this is a practice that we take exceptionally seriously. One of the methods by which this is done is the distribution of satisfaction surveys at the end of each ticket resolution. Make no mistake—these surveys are not thrown by the wayside; they are carefully considered by our customer service reps when they are received. These satisfaction surveys are instrumental in measuring performance. This is true not only for our customer service reps who are given the ability to make real-time adjustments to their service strategies, but for RTA as a whole. We can now identify our strengths and weaknesses and continuously improve the experiences had by our valued clients.
That said, the process does not end there. Receiving the feedback itself does not resolve the problem, it only makes us aware that one has arisen. It is for this reason that we follow up with a phone call any time a client has had the rare misfortune of dissatisfaction with our services. In reaching out personally and working with our clients to ensure that the best possible experience is had by all, we hope to foster relationships that span the lives of many cars, trucks, vans, and buses.
Communication, Communication, Communication
The above represents an important piece of the pillar of measurement regarding our customer success strategy. That isn’t all, however, as RTA also strives to take a proactive approach when it comes to measuring client satisfaction. Within the Customer Support Team, our Customer Success Manager spends all day, every day reaching out to clients in order to check in on their satisfaction with our services. In communicating with our clients before a problem worsens to the degree that they feel the need to reach out to us, we elevate the support we offer our clients. These efforts allow us to gain a greater understanding of the feelings and needs of our clients, keeping in line with the representation of all our stakeholders in our businesses.
Measurement is the cornerstone of our success. In developing a customer-focused culture both retroactively and proactively, RTA is the fleet management solution that measures (and re-measures) its success with customers every single day.
To learn how RTA’s excellent customer service approach can benefit you and your fleet operation, reach out and talk to our Sales team about our services.
About the Author: Jazmin Santillan is a customer service representative at RTA.