How to Analyze Customer Service Measures in Excel?

Customer satisfaction is the holy grail of success. It’s like the pot of gold at the end of the rainbow. But instead of a rainbow, it’s a journey of providing excellent customer service. Ignoring it can lead to a negative reputation, churning customers, and a major loss of revenue.

How do you measure customer satisfaction? How do you know if your customers are happy or not?

You have come to the right place.

Here, we will explore the art of analyzing customer service measures. You’ll learn to track and analyze customer service metrics to predict your business’s success and revenue growth.

That’s not all – You’ll also learn how to sprinkle some magic words during customer service conversations. This will surely leave your customers feeling like they just won the lottery.

And for those who think customer service training is just an expense, think again. It’s the secret sauce to retaining customers and enhancing your brand image.

Table of Content:

1. What is Customer Service?
2. Best Methods for Measuring Customer Service
3. How to Create a Survey to Measure Customer Service Using Google Forms?
4. How to Create and Analyze a Chart to Measure Customer Service?
5. Wrap Up

Let’s get cracking and turn those complaints into compliments.

What is Customer Service?

Customer service is all about crafting a pleasant encounter for the customer. It’s more than just completing a transaction; it’s about making an impression that will last. It is a blend of empathy, communication, and problem-solving that aims to exceed expectations and build long-lasting relationships.

Best Methods for Measuring Customer Service

Measuring customer service performance is an undisputed game-changer for your business. These methods will help you gauge customer satisfaction levels and improve their overall experience.

• Surveys: Customer satisfaction surveys are commonly used to gauge customer service quality. You can administer these surveys through various channels, such as email, online forms, or in-person interviews. Use a mix of rating scales and open-ended questions to gather quantitative and qualitative feedback.
• Customer feedback analysis: Collect and analyze customer feedback and complaints. Monitor customer reviews, comments on social media, and emails to identify common issues, trends, and improvement areas. Pay attention to positive and negative feedback to understand what customers appreciate and what needs attention.
• Metrics monitoring: Track and measure key performance indicators (KPIs) related to customer service. Examples include average response time, first contact resolution rate, customer retention rate, and customer effort score. These metrics provide quantifiable data on the efficiency and effectiveness of your customer service team.
• Mystery shopping: Employ mystery shoppers who pose as customers and interact with your customer service representatives. This helps evaluate the quality of service, identify improvement areas, and ensure consistency across different customer interactions.
• Interviews and focus groups: Conduct in-depth interviews or organize focus groups with a select group of customers to gather qualitative insights. This allows you to delve deeper into their experiences, expectations, and perceptions of your customer service.
• Social media monitoring: Monitor social media platforms for mentions, tags, and comments about your brand and customer service. Analyzing social media conversations can provide real-time feedback, identify customer sentiment, and address issues promptly.
• Customer service analytics: Utilize data analytics tools to analyze customer service interactions, such as call recordings, chat logs, and email exchanges. This can help identify patterns, bottlenecks, and improvement areas in your customer service processes.

How to Create a Survey to Measure Customer Service Using Google Forms?

Why Google Forms?

• Google Forms is a free tool that offers an array of features and customization options. You can create unlimited free forms and collaborate with others to design the survey.
• If you’re a fan of choose-your-own-adventure stories, you’ll love Google Forms’ logic threading. It’s like creating a survey with multiple endings and email notifications for form results.
• Google Forms is like the Swiss Army knife of survey tools. It seamlessly integrates with other Google apps and services. This makes it easy to distribute surveys and access responses in a spreadsheet.

Let’s say you want to create a customer service feedback survey with the following questions.

• How satisfied were you with the cleanliness of your room?
• How satisfied were you with the comfort of your bed?
• How satisfied were you with the level of noise in your room?
• How satisfied were you with the quality of the food at the hotel restaurant?

You want respondents to provide an answer to each question using the response scale below.

1. Extremely Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Extremely Satisfied

Embark on a journey of survey creation in Google Forms by following these steps.

• Log in to Google Forms using your Google account.
• Click the “Blank” button to create a new form.

• Select the type of question you want to use, such as multiple-choice, checkbox, or short answer.
• Type your Questions in the “Untitled Question” section. Write “Option 1” and choose “Add option” for more options.

• Click the “Send” button to share the form with the target audience.

• When you have collected sufficient responses, click the three vertical dots next to “Link to Sheets.”

• Select the option to download the responses as a.csv file.

How to Create and Analyze a Chart to Measure Customer Service?

Data is an intricate resource that holds immense value and cannot be overlooked. Although Excel is an excellent tool for data organization, it falls short in data visualization. Fortunately, with ChartExpo, you can elevate your Excel charts and graphs to new heights. ChartExpo transforms your data into appealing, insightful visualizations that make gleaning insights effortlessly.

Benefits of Using ChartExpo

• ChartExpo has made creating visualizations a breeze with its interface that requires no coding, scripting, or technical skills.
• ChartExpo has an array of customizable properties. You have the power to create unique and eye-catching visuals that will make your data stand out.
• With a free 7-day trial and a monthly $10 plan, ChartExpo provides great value for money. You won’t have to break the bank to get insightful, appealing charts and graphs.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click on the “Insert” menu.
3. You’ll see the “My Apps”.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Assume the customer service feedback survey data has been organized into a table format, as shown below.

Timestamp	How satisfied were you with the cleanliness of your room?	How satisfied were you with the comfort of your bed?	How satisfied were you with the level of noise in your room?	How satisfied were you with the quality of the food at the hotel restaurant?
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Neutral	Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Neutral	Extremely Satisfied	Neutral
10-13-2023 17:47:33	Neutral	Neutral	Extremely Dissatisfied	Extremely Satisfied
10-13-2023 17:47:33	Satisfied	Extremely Dissatisfied	Dissatisfied	Neutral
10-13-2023 17:47:33	Extremely Satisfied	Dissatisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:33	Satisfied	Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Neutral	Extremely Satisfied	Satisfied
10-13-2023 17:47:33	Neutral	Satisfied	Neutral	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Extremely Satisfied	Extremely Satisfied	Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Extremely Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:33	Dissatisfied	Neutral	Extremely Satisfied	Extremely Dissatisfied
10-13-2023 17:47:34	Neutral	Neutral	Extremely Dissatisfied	Neutral
10-13-2023 17:47:35	Dissatisfied	Neutral	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:36	Neutral	Extremely Satisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:37	Neutral	Extremely Satisfied	Dissatisfied	Extremely Satisfied
10-13-2023 17:47:38	Extremely Dissatisfied	Extremely Satisfied	Dissatisfied	Neutral
10-13-2023 17:47:39	Extremely Satisfied	Satisfied	Extremely Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:40	Dissatisfied	Dissatisfied	Satisfied	Neutral
10-13-2023 17:47:41	Satisfied	Dissatisfied	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:42	Satisfied	Extremely Satisfied	Satisfied	Satisfied

This table contains example data. Expect many responses and questions in real life.

• To get started with ChartExpo, install ChartExpo in Excel.
• Now Click on My Apps from the INSERT menu.

• Choose ChartExpo from My Apps, then click Insert.

• Once it loads, choose the “Likert Scale Chart” from the charts list.

• Click the “Create Chart From Selection” button after selecting the data from the sheet, as shown.

• When you click the “Create Chart From Selection” button, you have to map responses with numbers manually. The Likert scale has this arrangement:

• • Extremely Dissatisfied = 1
  • Dissatisfied = 2
  • Neutral = 3
  • Satisfied = 4
  • Extremely Satisfied = 5
• Once all is set, click the “Create Chart” button.

• ChartExpo will generate the visualization below for you.

• If you want to have the chart’s title, click Edit Chart, as shown in the above image.
• Click the pencil icon next to the Chart Header to change the title.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable Show.
• Give the appropriate title of your chart and click the Apply button.

• Let’s say you want to add text responses instead of numbers against every emoji.
• Click the pencil icon next to the respective emoji. Expand the “Label” properties and write the required text. Then click the “Apply All” button.
• Click the “Save Changes” button to persist the changes.

• Your final chart will appear below.

Insights

• 45% of customers reported satisfaction with the cleanliness of their room. 30% were dissatisfied, and 25% had no strong feelings either way.
• Regarding bed comfort, 35% expressed satisfaction, while another 35% were dissatisfied.
• Regarding noise level, 60% were satisfied, while 30% were dissatisfied.
• The food quality was a mixed bag, with 30% satisfied and another 30% dissatisfied.
• Overall;
  • 43% of customers expressed satisfaction with the hotel’s services, with 23% extremely satisfied.
  • 31% expressed dissatisfaction, with 15% of those being extremely dissatisfied. The remaining 26% remained neutral.

FAQs

What is customer service?

Customer service is the support provided before, during, and after a customer purchase or interaction with a business. It encompasses various actions to ensure customer satisfaction, resolve issues, and build positive customer relationships.

What are some methods of measuring customer service?

Methods of measuring customer service include the following;

• Customer satisfaction surveys.
• Customer feedback and complaint analysis.
• Customer service metrics monitoring.
• Mystery shopping.
• Interviews and focus groups.
• Social media monitoring.
• Customer service analytics.

What is the key performance measure for customer service?

The key performance measure for customer service can vary depending on the organization. However, common indicators include average response time, first contact resolution rate, customer retention rate, and customer effort score. These metrics help assess the effectiveness and efficiency of customer service operations.

Wrap Up

Analyzing customer service measures is crucial for any organization striving to enhance customer satisfaction and loyalty. By implementing effective measurement techniques, you can gain valuable insights into the quality of your customer service. Consequently, identify areas for improvement and act accordingly.

To analyze customer service measures effectively, you should adopt a comprehensive approach. This involves regularly collecting and reviewing data, identifying patterns and trends, and benchmarking performance against industry standards. Doing so lets you identify strengths to leverage and weaknesses to address.

Furthermore, analyzing customer service measures should not be limited to numerical data alone. It is equally important to consider qualitative feedback from customers, such as their perceptions, experiences, and suggestions. This qualitative information provides valuable context and helps you understand the emotional aspects of customer interactions.

Charting is key to gaining a better perspective on your business’s customer service. ChartExpo will help you make sense of your customer service measures data. Best of all, you don’t have to be a coding expert to use ChartExpo. It has an intuitive interface that is easy to use, even for newbies.