Customer Concerns Trend Database to Share .xls Excel file
I have created a new Customer Concern trend "database" that may be useful to someone. We are going to start entering data as it comes in through our Customer Service Reps (CSR's). Our registrar commented that we should take an additional step and trend our data electronically. I hope this Excel spreadsheet works for us.....feel free to comment or copy, etc.
It is self explanantory on how to use. The data is automatically charted on the 2nd tab sheet.
Thank You to Crusader for your informative Post and/or Attachment!
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So far, our Sales Dept has recorded 5 entries for "MFG: Missing Kit / Intsr" and 1 entry for "DC: Ship Location". I hadn't expected the Missing Kit entry to jump out in the lead! This is going to be a good trend database....hopefully we'll learn something from it! I made sure that all key personnel have the link to this live trend database on our server so that they can view it and take necessary actions in their areas.
Everyone should borrow my sample database from the first post and make it your own. It is so simple and easy to use. If you dare, share your entries as well.
Just a thought, but why not make it a Customer Feedback database instead of just concerns? Highlight the positive trends, too! Let people know they're doing a great job!
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Just a thought, but why not make it a Customer Feedback database instead of just concerns? Highlight the positive trends, too! Let people know they're doing a great job!
I have that too! I capture it on "Account" Surveys, which are sent out bi-annually. Though, I have not posted that data. I also capture our "OEM's" feedback. All Consumer, OEM, and Accounts have been extremely consistent (positive) for the past 8 years. Thanks for the suggestion.
Is it even possible for The Cove or someone in the Cove to create some type of standard benchmark "something" that any Cove member could implement and collect data? I wonder? If so, we could all input and compare on the same standard "benchmark" - just think of all the data we could share.
It would have to be something that is pretty universal though. Let's have it Covers....start brainstorming!
Customer Concerns Trend Database to Share .xls Excel file
I hadn't expected the Missing Kit entry to jump out in the lead! 
This is going to be a good trend database....hopefully we'll learn something from it! I made sure that all key personnel have the link to this live trend database on our server so that they can view it and take necessary actions in their areas.
If so, we could all input and compare on the same standard "benchmark" - just think of all the data we could share.
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