Evaluate customer service operations and customer satisfaction

proc:6.5Processes cluster

Basis: APQC PCF level-2 process group (category when variant-only). 51 member capabilities, clustered mechanically.

Member capabilities

Administer assessmentsadministerAssessments derived — 0 offerings Analyze city service satisfaction dataanalyzeCityServiceSatisfactionData derived — 0 offerings Analyze constituent complaint data identifyanalyzeConstituentComplaintDataIdentify derived — 0 offerings Analyze customer complaint data identifyanalyzeCustomerComplaintDataIdentify derived — 0 offerings Analyze customer service data identifyanalyzeCustomerServiceDataIdentify derived — 0 offerings Analyze engagement satisfaction resultsanalyzeEngagementSatisfactionResults derived — 0 offerings Analyze product service satisfaction dataanalyzeProductServiceSatisfactionData derived — 0 offerings Communicate appellantscommunicateAppellants derived — 0 offerings Conduct customer service grievances processconductCustomerServiceGrievancesProcess derived — 0 offerings Determine key elements affect workforcedetermineKeyElementsAffectWorkforce derived — 0 offerings Determine workforce engagement satisfaction assessmentdetermineWorkforceEngagementSatisfactionAssessment derived — 0 offerings Develop benefitsdevelopBenefits derived — 0 offerings Develop employee engagement satisfactiondevelopEmployeeEngagementSatisfaction derived — 0 offerings Differentiate engagement elementsdifferentiateEngagementElements derived — 0 offerings Establish engagement satisfaction performance measuresestablishEngagementSatisfactionPerformanceMeasures derived — 0 offerings Evaluate customer service operations customerevaluateCustomerServiceOperationsCustomer derived — 0 offerings Evaluate recall performanceevaluateRecallPerformance derived — 0 offerings Evaluate warranty performanceevaluateWarrantyPerformance derived — 0 offerings Gather post sale customer feedbackgatherPostSaleCustomerFeedback derived — 0 offerings Gather post service delivery feedbackgatherPostServiceDeliveryFeedback derived — 0 offerings Identify common customer complaintsidentifyCommonCustomerComplaints derived — 0 offerings Identify improvement opportunitiesidentifyImprovementOpportunities derived — 0 offerings Identify key metricsidentifyKeyMetrics derived — 0 offerings Investigate appeals grievancesinvestigateAppealsGrievances derived — 0 offerings Investigate fraudulent claimsinvestigateFraudulentClaims derived — 0 offerings Manage customer appeals grievancesmanageCustomerAppealsGrievances derived — 0 offerings Manage post marketing clinical trialsmanagePostMarketingClinicalTrials derived — 0 offerings Manage recallsmanageRecalls derived — 0 offerings Measure constituent satisfaction city servicesmeasureConstituentSatisfactionCityServices derived — 0 offerings Measure constituent satisfaction complaint handlingmeasureConstituentSatisfactionComplaintHandling derived — 0 offerings Measure constituent satisfaction customer problemsmeasureConstituentSatisfactionCustomerProblems derived — 0 offerings Measure constituent service operationsmeasureConstituentServiceOperations derived — 0 offerings Measure customer satisfaction customer complaintmeasureCustomerSatisfactionCustomerComplaint derived — 0 offerings Measure customer satisfaction customer problemsmeasureCustomerSatisfactionCustomerProblems derived — 0 offerings Measure customer satisfaction products servicesmeasureCustomerSatisfactionProductsServices derived — 0 offerings Measure customer satisfaction warranty handlingmeasureCustomerSatisfactionWarrantyHandling derived — 0 offerings Monitor warranty management metricsmonitorWarrantyManagementMetrics derived — 0 offerings Perform competitive analysis benefitperformCompetitiveAnalysisBenefit derived — 0 offerings Provide constituent feedbackprovideConstituentFeedback derived — 0 offerings Provide customer feedbackprovideCustomerFeedback derived — 0 offerings Provide feedback insightsprovideFeedbackInsights derived — 0 offerings Provide value add servicesprovideValueAddServices derived — 0 offerings Receive appeals grievancesreceiveAppealsGrievances derived — 0 offerings Review retention engagement indicatorsreviewRetentionEngagementIndicators derived — 0 offerings Solicit constituent feedback complaint handlingsolicitConstituentFeedbackComplaintHandling derived — 0 offerings Solicit customer feedback complaint handlingsolicitCustomerFeedbackComplaintHandling derived — 0 offerings Solicit customer feedback cross channelsolicitCustomerFeedbackCrossChannel derived — 0 offerings Solicit customer feedback customer servicesolicitCustomerFeedbackCustomerService derived — 0 offerings Solicit post sale customer feedbacksolicitPostSaleCustomerFeedback derived — 0 offerings Solicit post service delivery feedbacksolicitPostServiceDeliveryFeedback derived — 0 offerings Track performance against customer servicetrackPerformanceAgainstCustomerService derived — 0 offerings