1. Develop a strategy to monitor progress in achieving product and/or service targets (Template 1). Template 1 - Progress in achieving product and/or service targets and standards Monitoring tools/medium and techniques. List 3-5 monitoring tools/medium and techniques such as mystery shoppers, data mining and analysis; social media monitoring; customer review; use of CRM etc... KPIs Develop 1 KPI for each one of the areas listed in the table on the right. Area/Factor KPI Call handling time Complaint handling time Adherence to customer service policy and procedures Customer satisfaction rate Customer retention/loyalty Data entry (order taking) Staff turnover Positive review 1-5 stars on productreview.com.au Monitoring - Frequency Determine the frequency to monitor the customer service-related area listed on the right. Area/Factor Frequency Sales Customer satisfaction Data entry Call handling time Budget