There are various customer research techniques that can be used to identify what your customer is looking for.  After conducting research you will be in a position to define service standards or best practice.  

In order to maintain your service standards regular checks can be carried out through various service assessment techniques.

Choosing the Right Survey
It is important to choose the right technique for you, as the associated costs and value of the research will vary depending on your choice.

Designing Your Survey
When designing a survey it is important to consider a number of elements.

Customer Contacts and Analysis
When implementing a survey you need to identify potential respondents and understand the results you require.

Creating & Assessing Service Standards
After you have completed customer research you will understand what is important to your customers and will therefore be able to define your service standards.

Competitor Analysis / Benchmarking
There are various steps you can take to allow you to monitor your performance in relation to your competitors.