Today's customers expect service providers to deliver in every way. They want the right people to serve them; the right packaging or presentation; a seamless and hassle-free process; a product that meets or exceeds their expectations; and they expect all of this at a reasonable price.
The 5 Ps: Drivers of Satisfaction
Performing well in some or all of these key criteria is essential to achieving service excellence.
People: Friendliness and courtesy are important, but the J.D. Power 2012 Customer Service Champions go beyond that. Their employees are encouraged to offer solutions and are empowered to solve problems. Being proactive and anticipating customer expectations is another key strength.
Presentation: True success in presentation goes beyond having a clean, inviting facility or attractive product packaging. J.D. Power 2012 Customer Service Champions add value. For example, in the home builder industry, this includes decorating and staging model homes with comfortable furniture, and providing refreshments for potential buyers, as well as other amenities one might find at home.
Price: Everyone likes low prices, but J.D. Power 2012 Customer Service Champions go beyond this. They strive to keep price increases to a minimum; proactively inform customers about low-cost alternatives; and focus on demonstrating value.
Process: Customers appreciate easy, effective, and quick interactions. J.D. Power 2012 Customer Service Champions make it easy for customers to get what they need by offering conveniences such as short wait times, fast problem resolution, or hassle-free ordering, delivery, and return policies.
Product: Regardless of industry, J.D. Power 2012 Customer Service Champions excel in delivering a consistent and trouble-free product, even though the nature of that delivery may widely vary. Consistency and problem-free products are key.
To determine which brands would qualify, five factors were measured: