Customer Satisfaction - TOPdesk on Tour 2015

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Customer satisfaction measurements
Hannah Price

Who is the customer?

Programme
Why Research
& results
Getting
to work

Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

Approach
Focus groups
Periodic measurement
Continuous measurement
Why Research
& results
Getting
to work

Approach
Focus groups
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

Approach
Focus groups
Annual measurement
Experience of all services
All customers
Why Research
& results
Getting
to work

Approach
Focus groups
Feedback immediately after
supplying service
Service-specific
Customer effort score
Why Research
& results
Getting
to work

· Annual measurement
· Experience of all services
· All customers
TOPdesk Lite
Why Research
& results
Getting
to work
TOPdesk Professional 4
TOPdesk Professional 5
TOPdesk 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

Services
Reliability
Assurance
Responsiveness
Empathy
Tangibles
SERVQUAL
Why Research
& results
Getting
to work

Reliability
· Agreements made are always honoured by
employees.
· The service quality is the same with each
employee.
Why Research
& results
Getting
to work

Assurance
· The employees are skilled enough to answer
my questions.
· The employees are always willing to
help me.
Why Research
& results
Getting
to work

Responsiveness
· My matters are always processed quickly.
· I am always kept updated about the status
of my calls.
Why Research
& results
Getting
to work

Empathy
· Employees can put themselves in my shoes.
Why Research
& results
Getting
to work
Why Research
& results
Getting
to work

Tangibles
· It is clear 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

Periodic measurement results
0 1 2 3 4 5
Tangibles
Empathy
Assurance
Reliability
Responsiveness
Why Research
& results
Getting
to work

How do you approach this?
· Keep it simple
· Communicate the goal
· Timing is important
· An incentive helps
Why Research
& results
Getting
to work

1. Service is supplied
2. Email sent
3. Immediate feedback
Why Research
& results
Getting
to work

A lot of effort
Some
effort
Very little effort
Customer Effort Score
Why Research
& results
Getting
to 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 Desk
Why Research
& results
Getting
to work

Programme
Why
Research
& results
Getting
to work

Communicate your results
Why Research
& results
Getting
to work
Reliability
Responsiveness
Assurance
Empathy
Tangibles

Communicate your results
Why Research
& results
Getting
to work

Quick wins
Why Research
& results
Getting
to work

Formulate complex changes
Why Research
& results
Getting
to work

Customer satisfaction measurements: your
starting point
Why Research
& results
Getting
to work

View this presentation online
www.slideshare.net/TOPdesk
Hannah Price
h.price@topdesk.com

Customer Satisfaction - TOPdesk on Tour 2015

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