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Customer Satisfaction measurements - SEE 2016, Denmark
This document discusses approaches to measuring customer satisfaction internally, including focus groups, periodic surveys, and continuous feedback. It describes the goals of gaining insight into performance and customers' service experiences. Periodic surveys measure satisfaction with reliability, responsiveness, assurance, empathy, and tangibles on an annual basis. Continuous measurement collects immediate feedback on customer effort after specific services. Results are used to communicate areas for quick wins and formulate complex changes to improve customer satisfaction over time.
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Customer Satisfaction measurements - SEE 2016, Denmark
- 1.
- 3. Who is thecustomer?
- 4. Who is thecustomer?
- 5. Who is thecustomer?
- 6. Who is thecustomer?
- 7.
- 8. Why an internalcustomer satisfaction survey? • Insight into performance main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work
- 9. Why an internalcustomer satisfaction survey? • Insight into performance main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work
- 10. Why an internalcustomer satisfaction survey? • Insight into performance main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work
- 11. Why an internalcustomer satisfaction survey? • Insight into performance main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work
- 12.
- 13. Approach Focus groups Periodic measurement Continuousmeasurement Why Research & results Getting to work
- 14. Approach Focus groups Periodic measurement Continuousmeasurement Specific customer contact about a single service or topic Particularly suitable for implementations of specific projects, such as a Self Service Desk Why Research & results Getting to work
- 15. Approach Focus groups Periodic measurement Continuousmeasurement Annual measurement Experience of all services All customers Why Research & results Getting to work
- 16. Approach Focus groups Periodic measurement Continuousmeasurement Feedback immediately after supplying service Service-specific Customer effort score Why Research & results Getting to work
- 17. Periodic measurement · Annualmeasurement · Experience of all services · All customers TOPdesk LiteTOPdesk Professional 4TOPdesk Professional 5TOPdesk 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 Consumers External customers Internal Colleagues Why Research & results Getting to work
- 18.
- 19. Reliability · Agreements madeare always honoured by employees. · The service quality is the same with each employee. Why Research & results Getting to work
- 20. Assurance · The employeesare skilled enough to answer my questions. · The employees are always willing to help me. Why Research & results Getting to work
- 21. Responsiveness · My mattersare always processed quickly. · I am always kept updated about the status of my calls. Why Research & results Getting to work
- 22. Empathy · Employees canput themselves in my shoes. Why Research & results Getting to work
- 23. Tangibles · It isclear to me which products and services the department can supply. · The verbal and written communication is proper and professional. Why Research & results Getting to work
- 24. Periodic measurement results 01 2 3 4 5 Tangibles Empathy Assurance Reliability Responsiveness Why Research & results Getting to work
- 25. How do youapproach this? · Keep it simple · Communicate the goal · Timing is important · An incentive helps Why Research & results Getting to work
- 26. Continuous measurement 1. Serviceis supplied 2. Email sent 3. Immediate feedback Why Research & results Getting to work
- 27. Continuous measurement A lotof effort Some effort Very little effort Customer Effort Score Why Research & results Getting to work
- 28. 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 Getting to work
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- 30. Communicate your results Reliability Responsiveness Assurance Empathy Tangibles WhyResearch & results Getting to work
- 31. Communicate your results WhyResearch & results Getting to work
- 32. Quick wins Why Research &results Getting to work
- 33. Formulate complex changes WhyResearch & results Getting to work
- 34. Customer satisfaction measurements:your starting point Why Research & results Getting to work