How can you use service sales performance data to develop better services?

1 Analyze customer feedback

One of the most important types of service sales performance data is customer feedback. Customer feedback can help you understand how satisfied your customers are with your services, what problems they face, what benefits they value, and what suggestions they have for improvement. You can collect customer feedback through various channels, such as surveys, reviews, testimonials, referrals, or complaints. You should analyze customer feedback regularly and systematically, using tools such as sentiment analysis, text mining, or customer satisfaction scores. By doing so, you can identify the strengths and weaknesses of your services, as well as the gaps and opportunities for innovation.

2 Track service metrics

Another type of service sales performance data is service metrics. Service metrics are quantitative indicators that measure the performance of your services in terms of quality, efficiency, effectiveness, and profitability. Some examples of service metrics are service level agreements (SLAs), response time, resolution time, first contact resolution (FCR), customer retention rate, customer lifetime value (CLV), or net promoter score (NPS). You should track service metrics regularly and compare them with your goals and benchmarks, using tools such as dashboards, reports, or scorecards. By doing so, you can monitor and evaluate the impact of your services on your customers and your business, as well as the areas for improvement.

3 Test and optimize service processes

A third type of service sales performance data is service process data. Service process data is the information that captures the activities, interactions, and outcomes of your service delivery. Some examples of service process data are service requests, tickets, workflows, logs, or audits. You should test and optimize your service processes continuously, using tools such as process mapping, simulation, or optimization. By doing so, you can streamline and standardize your service operations, reduce costs and errors, increase productivity and quality, and enhance customer satisfaction and loyalty.

4 Experiment and innovate service offerings

A fourth type of service sales performance data is service offering data. Service offering data is the information that describes the features, benefits, and value of your services, as well as the market demand and competition. Some examples of service offering data are service catalogs, pricing, packaging, or positioning. You should experiment and innovate your service offerings periodically, using tools such as prototyping, testing, or launching. By doing so, you can create and deliver services that are relevant, valuable, and differentiated for your customers, as well as profitable and sustainable for your business.

5 Learn and grow service capabilities

A fifth type of service sales performance data is service capability data. Service capability data is the information that reflects the skills, knowledge, and competencies of your service team, as well as the resources and tools they use. Some examples of service capability data are service training, certification, or accreditation, as well as service technology, equipment, or infrastructure. You should learn and grow your service capabilities constantly, using tools such as learning management systems, coaching, or mentoring. By doing so, you can empower and motivate your service team, improve their performance and professionalism, and enable them to deliver better services to your customers.

6 Communicate and collaborate with stakeholders

A sixth type of service sales performance data is stakeholder data. Stakeholder data is the information that relates to the expectations, perceptions, and feedback of the people who are involved or affected by your services, such as customers, employees, partners, or suppliers. Some examples of stakeholder data are stakeholder analysis, communication, or engagement. You should communicate and collaborate with your stakeholders effectively, using tools such as newsletters, webinars, or forums. By doing so, you can build trust and rapport with your stakeholders, align your service goals and strategies, and leverage their insights and support for your service improvement.