Last week I stumbled on an interesting site with title “Are You Being Served?“. As I’ve been working many years in CRM consultation company, sites with a lot variety of customer’s experience at many services always attract me.
“Are you being served?” is an initiative some institution in Singapore, one of them is the Singapore Tourism Board, discuss around service standards in Singapore.
What interesting me is it captures a real-life situation in which a service is “tested”, using a prepared-scenario. Sometimes it involves undercover mission, mystery guess shopper, which capture a real-life services found at the fields. The mission is ranging from a testing a restaurant service, looking for an honest cab driver, up to test service quality of a after-sales service of branded cellphone manufacture.
Every completed mission shared at the websites, and readers can also comment or share their experience. For me it’s nice to read other’s experience about the topics being discussed. And what good is that everyone can also suggest a mission to be conducted.
Here, the customer satisfaction experience is not merely determined by what called “Customer Satisfaction Index” which usually got from a phone-call survey by the service company itself. At this site, a service quality is tested in a reality, straight to the field. all services is being verified, and so that the final answer of the question “are you being served” can be concluded, it is “Yes” or “No”, “Satisfied” or “Not satisfied”.
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