customer satisfaction measurements - see 2016, denmark
TRANSCRIPT
Customer Satisfation MeasurementsHannah Price
Who is the customer?
Who is the customer?
Who is the customer?
Who is the customer?
Programme
Why Research& results
Gettingto work
Why an internal customer satisfaction survey?• Insight into performance
main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Why an internal customer satisfaction survey?• Insight into performance
main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Why an internal customer satisfaction survey?• Insight into performance
main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Why an internal customer satisfaction survey?• Insight into performance
main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Programme
Why Research& results
Gettingto work
Approach
Focus groups
Periodic measurement
Continuous measurement
Why Research& results
Gettingto work
Approach
Focus groups
Periodic measurement
Continuous measurement
Specific customer contact about asingle service or topic
Particularly suitable forimplementations of specific projects,such as a Self Service Desk
Why Research& results
Gettingto work
Approach
Focus groups
Periodic measurement
Continuous measurement
Annual measurement
Experience of all services
All customers
Why Research& results
Gettingto work
Approach
Focus groups
Periodic measurement
Continuous measurement
Feedback immediately aftersupplying service
Service-specific
Customer effort score
Why Research& results
Gettingto work
Periodic measurement· Annual measurement
· Experience of all services
· All customers
TOPdeskLiteTOPdesk Professional4TOPdesk Professional5TOPdesk Enterprise 4
TOPdesk Enterprise 5
TOPdesk Saas
Which version of TOPdesk do you use?
Question 1
Question 1
To whom does your department/organisation provide support?
Citizens
ConsumersExternal customersInternal Colleagues
Why Research& results
Gettingto work
Periodic measurementServices
Relia
bilit
y
Ass
ura
nce
Resp
onsi
ven
ess
Empa
thy
Tan
gibl
es
SERVQUAL
Why Research& results
Gettingto work
Reliability· Agreements made are always honoured by
employees.
· The service quality is the same with eachemployee.
Why Research& results
Gettingto work
Assurance· The employees are skilled enough to
answer my questions.
· The employees are always willing tohelp me.
Why Research& results
Gettingto work
Responsiveness· My matters are always processed quickly.
· I am always kept updated about the statusof my calls.
Why Research& results
Gettingto work
Empathy· Employees can put themselves in my
shoes.
Why Research& results
Gettingto work
Tangibles· It is clear to me which products and
services the department can supply.
· The verbal and written communication isproper and professional.
Why Research& results
Gettingto work
Periodic measurement results
0 1 2 3 4 5
Tangibles
Empathy
Assurance
Reliability
Responsiveness
Why Research& results
Gettingto work
How do you approach this?· Keep it simple· Communicate the goal· Timing is important· An incentive helps
Why Research& results
Gettingto work
Continuous measurement1. Service is supplied
2. Email sent
3. Immediate feedback
Why Research& results
Gettingto work
Continuous measurement
A lot of effort
Someeffort
Very little effort
Customer Effort Score
Why Research& results
Gettingto work
Continuous measurement results· Specific information per service
· Specific information per process
Network - Printers
Coffee machines
Calls – information required from customer
Reservations created via the Self Service Portal
Why Research& results
Gettingto work
Programme
WhyResearch& results
Gettingto work
Communicate your results
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Why Research& results
Gettingto work
Communicate your results
Why Research& results
Gettingto work
Quick wins
Why Research& results
Gettingto work
Formulate complex changes
Why Research& results
Gettingto work
Customer satisfaction measurements: yourstarting point
Why Research& results
Gettingto work