Customer satisfaction romania urtp

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Overview• Three types of questionnaires• Rules to launch a questionnaire

• Objective (identification of the target direction of investigation)• Identification of the target market• Making up the list of questions;table with the possible questions;• How the questionnaire look like?• How many copies are they needed?• How is the optimum solution for distribution?• How will we collect the answers?

• Sorting the answers• The Report and the Conclusions

• Planning• Making up de plan for measures

• How can we raise the neccessary funds?

• Does we need for publicity? If “yes”, which is the best media?

• Follow-up to accomplish the measures• Launching a new questionnaire for a new evaluation, after implementing the measures.

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Three types of questionnaires

• The questionnaire• The professional questionnaire• The opinion survey

The difference between them:• whom they are addressing to• the size• the investigation area• how they are filling in

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaireObjective (identification of the target direction of investigation)

Just only one aspect, which can be for instance:

§ passenger information, or

§ the reaction to a forseen implementation of a measure, or

§ the quality of the service you offer, or

§ you just want to draw the attention towards a good behavior in a means of PT

Usually there areforseen all theaspects: economic, social, demographic, even the strategywhich are implicatedin the PT offer.

The opinion surveyThe questionnaire

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire(continuation 2)

Identification of the target market

This is the same for both kind of questionnaire.

• the existing passengers, which can be restricticted to:

• those coming from a certain area

• students

• housekeepers, etc

• the existing passenger + potential ones (which can be also devided as above)

• the potential ones

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire(continuation 3)

Making up the list of questions;

Min. 4 – max. 10 questions30 – 40 questions

The opinion surveyThe questionnaire

The initial list will be as long as possible; then you can cut those questions which are not so relevant to your objective & target market.

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

List of possible questions

-------WhomWhom??

-------HowHow??

---Tillwhere?

---WhereWhere??

-For which?

Onwhich?

-Fromwhich?

Towhich?

-WhichWhich??

---Tillwhen?

---WhenWhen??

Withwhat?

For whatOnwhat?

-Fromwhat?

Towhat?

Bywhat?

WhatWhat??

Withwho?

For who?

--Fromwho?

Towhom?

By who?WhoWho??

WithWithForForOnOnTillTillFromFromToToByBy

Rules to launch a questionnaire (continuation 4)

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire (continuation 5)How the questionnaire look like

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire (continuation 6)How many copies are they needed

About 25% of the target market, or 5% fromthe total number of annual passanger travels.

The rate of the answers received is 5 - 6%, as the result of the way to fill in the questionnaire

2% of the target market, or 0,5 – 1% fromthe total number of annual passangertravels.

The rate of the answers received is 100%, as the result of the way to fill in thequestionnaire

The opinion surveyThe questionnaire

As we want that a questionnaire (no matter the type) to be credible, to represent a solid base for further measure implementation, they must spread to as much possiblecitizens as possible; statistically speaking the min number of them are:

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire (continuation 7)Distribution & How is the optimum solution for distribution

Depending on the target market:

the existing passengers,

those coming from a certain area – in the ticket sales points

students - in their study centers

housekeepers, - by mail

the existing passenger + potential ones (which can be also devided as above) – The same as abobe + mail

the potential ones – in areas where there is less PT usage

Depending on the target market:

There will be distributed 10 times moreflyers to invite the citizent to participateto the open questionnaire. In the flyermust be indicated: the day, hour, location, who is organising the openquestionnaire, what prise is gained forfillind in the questionnaire. Thecampaigne can be supported in thelocal press.

The opinion surveyThe questionnaire

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire (continuation 8)

Sample of the flyer

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Rules to launch a questionnaire (continuation 9)

How will we collect the answers

Depending on the way the surveys were distributed

– in the ticket sales points, or

- in the stops, or

- in spercial boxes, placed in very circulated areas (but warched), or

- by mail (offering a preaddressed envelope in the envelope sent with thesurvey), or

- by e-mail, etc

On the spot (theevent location)

The opinion surveyThe questionnaire

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

Sorting the answers

1. First stage• A statistical gropuping: a big table from which you can see the no. of repondees,

gropuped on kind of ocupation, gender, age, ty of passanger

• Make a percentage of each kind of above mentioned cathegories

2. Second stage• For each question make a file cathegorising of the answers received:type and

percentage

• Then write the suplimentary suggestions received, in order of their frequency

• For each new suggestion it must be written the possible solution of the problem, including funding

• At the end must be a general conclusion about the answers received.

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

CCustomerustomer satisfaction and & satisfaction and & customer relationship managementcustomer relationship management

ThankThank youyou forfor youryour kindkind attentionattention !!

VioricaViorica SarmanSarmanviorica.sarman@urtp.roviorica.sarman@urtp.ro