tool to meet your support goals (jan 2014 hdi csi webinar)

© HDI 2013. All Rights Reserved

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Did You Know…

HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, and connects solution providers with practitioners, all while certifying and training thousands of professionals each year.

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Customer Satisfaction Metrics

Want to talk about other customer satisfaction survey methods? Contact me for more information on: NPS – Net Promoter Score • Measures customer loyalty • NPS asks the question, “How likely are you to

recommend us to a friend or colleague?” CES – Customer Effort Score • Measures the customer experience • CES asks the question, “How much effort did

you personally have to put forth to handle your request?”


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Did You Know…

0% 10% 20% 30% 40% 50% 60%

Higher Ed

Retail*

Software

Outsourced

Manufacturing

Financial Svcs

Government

Healthcare

Insurance

Percentage with "very satisfied" customers

Percentage with "verysatisfied" customers

*includes Food and Beverage

Based on the HDI 2012 Practices & Salary Report


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Language Support

Global presence? No problem. The HDI CSI Service currently supports 27 different languages for survey delivery. Contact me for a listing of languages, or visit http://www.thinkhdi-csi.com/About.aspx to send yourself a sample survey in the desired language.

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http://www.thinkhdi-csi.com/About.aspx




Tools to Meet Your Support Goals Presented by

Tom Lewis HDI Customer Care Manager


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Who am I?

• Local chapter officer for 10 years – Served as Librarian, Webmaster, and

President

• 31 years in IT, 25 years in IT Service and Support field – Programmer, Mainframe Operations

Manager, Help Desk, Training, Project & Asset Management

• Loves any form of hockey

• Hiking

• Restoring our house built in 1894


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Do You Have a CSAT Program? Placeholder slide for poll question


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Why Set Goals

But I already have support goals!

• Having customer satisfaction goals and a plan for those goals is just as important as having company goals

• Can only manage what we measure – if no specific goals for customer satisfaction, how do you manage it?

• Tells you where you are today vs. where you are going to be tomorrow

Where am I

today?

Where do I want to be tomorrow?

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Ask Yourself… What’s my CSAT level now? Where do I want it to be?


Do You Have CSAT Goals? Placeholder slide for poll question


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What Kind of Goals do you Have? Placeholder slide for poll question


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CSAT Goals Look Like

• CSAT goals must have Individual goals, department goals &

company goals • Also must align with business goals and mission and vision • Check your ROI – what does poor customer satisfaction cost you?

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Individual

Department

Company


Goals

Company • HDI’s company goals • Increase customer satisfaction Department • Tom’s department goals • Immediate customer response • VOC Individual • Tom’s individual goals (for agents) • To improve agents


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CSAT Goals Look Like…

• List out all issues/problems

• Optimize your collection methods

• Have timeframes attached

• Have a plan in place for follow-up

• Know how to act on the feedback and DO IT!

• Publish your actions


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ROI

IMPORTANT • Decide what you will and will not

measure • Also what you will and will not fix or

change

Are you making changes because of the squeaky wheel? Or is there a true business reason and data behind it?


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Focus on the volume of complaints vs. time and cost it takes to fix


Feedback from Customers

• Alerts – Make sure you have a way to get immediate feedback

• Negative • Positive

– Follow-up to those alerts • Customer • Agent

– Change Management


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• Use technology to help you get there • It’s not the technology, it’s how you use it • Select a tool that fits your goals and your

needs, not the other way around

Technology


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If you need help selecting a tool, check out the HDI Buyer’s Guide

http://www.hdiconnect.com/buyers-guide.aspx


Check Your Stats

• Quickly know your survey numbers & response rates

• Check your statistics at agent, support center, and organization level


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• Have easy access to your reports • Make sure they are easy-to-read and distribute

Reporting


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Control Your Sampling • Set sampling percentages based on the response rate you eventually want

to achieve

• Control the number of surveys that are delivered per day and per user

• Consider targeting your surveying to certain groups in your organization


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• Get alerted for both negative AND positive feedback

• Ask yourself: What actions am I taking on the feedback I receive?

Immediate Alerts

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• Accurate customer satisfaction measurements are important • Some challenges, customers may fill out incorrectly or accidentally

select negative rather than positive • Allows customers to resubmit survey within a certain timeframe

Survey Amendment

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• What questions am I asking? • It’s very easy to ask certain questions and get an answer you want • Make sure collecting feedback in an impartial way • Focus on the feedback, your meat & potatoes

Questions

Questions: 1. Courtesy 2. Technical skills/knowledge 3. Timeliness 4. Quality 5. Overall service experience

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• Choose metrics based on the goals you’ve set • The question we added to our standard ones was “How difficult is it to

deal with HDI?”

Additional CSAT Metrics

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• Measures customer loyalty

Net Promoter Score (NPS)

• Measures customer experience

Customer Effort Score (CES)

Additional CSAT Metrics


Simple Configuration

What data should I collect? Department or support group Incident or Request ID Customer’s Email Address Date ticket was closed Customer First Name Customer Last Name Incident/Request Description Agent or Technician Name Additional agents or technicians involved in ticket Call types or categories Locations Languages (if global support or international) Additional CSAT metric scores

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Data to Collect


HDI teamed up with 47 technical support practitioners and customer satisfaction experts to develop a tool to help support center managers to MEASURE, TREND, and BENCHMARK the satisfaction with their support centers from the customer’s perspective.

The Solution?

HDI Customer Satisfaction

Index Service

Benchmark

Statistics

Reports

Sampling

Alerts

Validated

Easy Setup

Secure

Measure, Trend, and Benchmark


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Free Three Month Trial

Go to www.thinkhdi.com/csi

Click

“Try It Free”

button

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http://www.thinkhdi.com/csi


For More Details

Tom Lewis

Toll-free: 800.248.5667

Direct: 719.955.8117

[email protected]

Rachel Leonhart

Toll-free: 800.248.5667

Direct: 719.955.8153

[email protected]

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mailto:[email protected]

mailto:[email protected]