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Customer satisfaction measurementsHannah Price
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Who is the customer?
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Who is the customer?
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Who is the customer?
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Who is the customer?
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Programme
Why Research& results
Gettingto work
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Why an internal customer satisfaction survey?• Insight into performance
for main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Join the conversation #ontour15
Why an internal customer satisfaction survey?• Insight into performance
for main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Join the conversation #ontour15
Why an internal customer satisfaction survey?• Insight into performance
for main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Join the conversation #ontour15
Why an internal customer satisfaction survey?• Insight into performance
for main goal
• Customer’s serviceexperience
• Focus on the right services
• Implementedimprovements mademeasurable
Why Research& results
Gettingto work
Join the conversation #ontour15
Programme
Why Research& results
Gettingto work
Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Why Research& results
Gettingto work
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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
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Approach
Focus groups
Periodic measurement
Continuous measurement
Annual measurement
Experience of all services
All customers
Why Research& results
Gettingto work
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Approach
Focus groups
Periodic measurement
Continuous measurement
Feedback immediately aftersupplying service
Service-specific
Customer effort score
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Periodic measurement· Annual measurement
· Experience of all services
· All customers
TOPdesk Lite
Why Research& results
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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
ConsumersExternal customers
Internal Colleagues
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Periodic measurement
ServicesRe
liabi
lity
Ass
ura
nce
Resp
onsi
ven
ess
Empa
thy
Tan
gibl
es
SERVQUAL
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Reliability
· Agreements made are always honoured byemployees.
· The service quality is the same with eachemployee.
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Assurance
· The employees are skilled enough to answermy questions.
· The employees are always willing tohelp me.
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Responsiveness
· My matters are always processed quickly.
· I am always kept updated about the statusof my calls.
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Empathy
· Employees can put themselves in my shoes.
Why Research& results
Gettingto workWhy Research
& resultsGettingto work
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Tangibles
· It is clear to me which products and servicesthe department can supply.
· The verbal and written communication isproper and professional.
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Periodic measurement results
0 1 2 3 4 5
Tangibles
Empathy
Assurance
Reliability
Responsiveness
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How do you approach this?
· Keep it simple
· Communicate the goal
· Timing is important
· An incentive helps
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Continuous measurement1. Service is supplied
2. Email sent
3. Immediate feedback
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Continuous measurement
A lot of effort
Someeffort
Very little effort
Customer Effort Score
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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
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Programme
WhyResearch& results
Gettingto work
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Communicate your results
Why Research& results
Gettingto work
Reliability
Responsiveness
Assurance
Empathy
Tangibles
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Communicate your results
Why Research& results
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Quick wins
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Formulate complex changes
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Customer satisfaction measurements: yourstarting point
Why Research& results
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View this presentation onlinewww.slideshare.net/TOPdesk
Hannah Price
