How do you measure your impact as an after-sales pro?

1 Customer satisfaction

One of the most important indicators of your impact as an after-sales pro is how satisfied your customers are with your service and support. Customer satisfaction can be measured in various ways, such as surveys, feedback forms, ratings, reviews, testimonials, referrals, and retention rates. You should aim to collect and analyze customer satisfaction data regularly and systematically, and use it to identify areas of strength and improvement, as well as to communicate your value to your customers and your management.

2 Service quality

Another way to measure your impact as an after-sales pro is to evaluate the quality of your service and support. Service quality can be measured by factors such as timeliness, accuracy, completeness, professionalism, courtesy, and responsiveness. You should set and monitor service quality standards and goals, and track your performance against them. You should also solicit and act on customer feedback and suggestions, and use quality improvement tools and techniques to enhance your service delivery.

3 Revenue generation

A third way to measure your impact as an after-sales pro is to quantify the revenue you generate or contribute to your company. Revenue generation can be measured by metrics such as upselling, cross-selling, renewals, repeat purchases, referrals, and customer lifetime value. You should aim to maximize the revenue potential of your existing customers by providing them with solutions that meet their needs and expectations, and by creating and maintaining long-term relationships with them.

4 Cost reduction

A fourth way to measure your impact as an after-sales pro is to calculate the cost you save or reduce for your company. Cost reduction can be measured by metrics such as service efficiency, productivity, utilization, waste, errors, rework, and customer complaints. You should aim to minimize the cost of your service and support by optimizing your processes, resources, and systems, and by preventing and solving problems quickly and effectively.

5 Learning and development

A fifth way to measure your impact as an after-sales pro is to assess your learning and development as a professional. Learning and development can be measured by indicators such as skills, knowledge, competencies, certifications, training, mentoring, and feedback. You should aim to continuously learn and develop your after-sales capabilities by seeking and seizing opportunities for growth, improvement, and innovation, and by sharing and applying your best practices and lessons learned.

6 Alignment and collaboration

A sixth way to measure your impact as an after-sales pro is to gauge your alignment and collaboration with your customers, your colleagues, and your company. Alignment and collaboration can be measured by factors such as goals, expectations, communication, feedback, trust, and satisfaction. You should aim to align and collaborate with your stakeholders by understanding and meeting their needs and interests, and by working together to achieve mutual benefits and outcomes.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?