What is the Quality of the Response?
In the context of Customer Experience, Quality of Response (QoR) refers to how well a company resolves inquiries or answers questions from consumers across various traditional and virtual channels.
Achieving a satisfying level of Quality of Response involves providing comprehensive information and relevant support to effectively and promptly address all the consumers’ issues. These include:
- Accuracy: delivering accurate, detailed, complete responses per language preferences and cultural alignment.
- Responsiveness: showing customers their concerns are being taken seriously by providing them with timely and customised information in a transparent way.
- Empathy: expressing empathy and understanding of the customer’s perspective and emotions.
- Consistency: using consistent responses across all channels and touchpoints.
By continually delivering high QoR, companies can differentiate themselves from competitors and create a positive customer experience that drives repeat business and referrals. In contrast, a low-quality response may have the opposite effect and result in competitiveness losses.