Customer Service Monitoring and Evaluation Asda must be aware that all systems used in the business must be effective and of good quality. Here is a list of services monitored at Asda to show how customer service works1. Delivery times2. Handle complaints, compliments and sales3. Product quality and damaged products4. Accuracy in delivery service1. Delivery Times Delivery times should be closely monitored as customers expect their order to be received at the specified time. For example, if the order was due to arrive at 2:00 p.m. and it arrived at 2:00 a.m., this would indicate poor service from Asda. It is therefore ideal for Asda employees to train the routes to take to reach customers quickly and efficiently. For Asda to monitor all orders, it could call customers and ask if the delivery has been received or use mobile phones which can be used to track down drivers and tell them where they should go next. The other idea in the works is for Asda delivery drivers to be able to hand out a booklet which the customer can fill out and say whether they are impressed with the delivery and the level of service provided. Asda carefully monitors all deliveries and ensures there are no damaged goods inside the bags, as they want the customer to feel they can rely on Asda to deliver all their deliveries safely without causing damage. Delivery times must be carefully monitored and more than one driver is required for this type of work. Each driver receives a check sheet on which he can tick off the houses he has visited and on these sheets he must write the time at which the goods were handed over to the customer. This allows Asda to estimate the average time it takes to get to each customer's home.2. Handle complaints, compliments and sales. If there are complaints about an Asda service, Asda may use the complaints as ratings and turn them into constructive criticism.