How to use Metrics to Improve Service

In an ever-evolving marketplace, one thing stays constant: every business has goals. Whether for revenue, growth, hires, brand awareness, or another category, goals are tangible vision statements. Yet they are useless if you don’t have the means to track and measure progress.

There are two main points to consider when it comes to metrics. First, your metric must be quantifiable. Second, you need to have a way to track your data to see if goals were attained or where you may have fallen short. So how can you use metrics in your daily operations to improve your service?

In the services industry, there are several important factors that can be quantified. Let’s take, for example, speed of response. If your goal is to respond to a service call within 12 hours of an established work order, you can track your response time and create historical data. When reviewing your response time metrics, you can see progress toward the goal as well as trends, allowing you to adjust your strategy if necessary. This is also a great way to take an impartial look at your business, unmoderated by emotional attachment or other subjective factors.

You should make a list of all the important qualities by which you and your clients judge your business, and create a set of measurable goals for each one. This is a great way to hold your company accountable, and will speak volumes to your clients and potential clients. It also opens a new talk track when pitching yourself over competitors. By having metrics to speak to, you will be able to show a proven track record to your prospects.

When creating metrics for your company, start small. Select five areas that affect your bottom line, set goals for them, and make sure you can accurately track them. Metrics can be a scary thing, since they provide an honest look at your effectiveness, but they will only make you stronger in the marketplace. Everyone wants to do business with a company who has a strong track record.