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2017 Customer Satisfaction Index (CSI)
1Gov*Net & PCN
Agenda for Today’s Presentation :
TRI*M Index
Quality of Relationship (QoR)
Touchpoint Index
Action Plans for Improvement
1
2
3
4
“Annually, during the Concession Period, the Company shall submit to the Government a customer survey report in respect of the Main Services substantially in
the form as specified in Scheduled XV conducted by a third party appointed by the Company with the prior written approval of the Government.”
Customer Satisfaction Index (CSI) survey is to measure the product and service
performances based on customers experience that lead to opportunities to improve the
business and maintain the service excellence.
CSI study for 1Gov*Net Project has been carried out annually as stipulated in the clause 8.9.1 of
the LTC 1Gov*Net Contract.
This CSI study for 1Gov*Net Project was implemented since 2013 and being conducted by a
research consultant, namely Taylor Nelson Sofres Research Malaysia (TNS).
Introduction
Overview
Taylor Nelson Sofres
Research Malaysia
(TNS) carries more than
40 years of market
research experience
provides a full range of
services and solutions for
leading local and
multinational brands. TNS
also is the largest
customised market
research agency in
Malaysia, with pioneering
services in both
quantitative and qualitative
research.
1 The Consultant
Since 2009, TNS has been
appointed to conduct the
research on CSI for GITN
Sdn Berhad (GITN) and
also for TM Group.
The appointment of TNS as
the consultant for CSI
1Gov*Net Survey 2017 has
been approved in the JKP
Meeting chaired by TKP
MAMPU dated 6th August
2017.
2 3
Overview
2013
2014
2015
2016
2017
Product: 1Gov*Net
Sample size : 550
Achievement: 339
Product: 1Gov*Net & PCN
Sample size : 600
Achievement : 632
1Gov*Net :490 ;PCN : 142
Product: 1Gov*Net
Sample size : 550
Achievement: 358
Product: 1Gov*Net & PCN
Sample size : 550
1Gov*Net :440;PCN : 110
Achievement: 555
1Gov*Net :458;PCN : 97
Product: 1Gov*Net
Sample size : 445
Achievement: 228
Overview
CSI Journey
2018 will have
similar study
design as per 2017
CSI 2017 Fieldwork Study
Target respondents : 600
Achievement : 632
1Gov*Net : 490
PCN : 142
Fieldwork
Start : Sept 2017
End : Dec 2017
Segment :
1Gov*Net : MAMPU, HQ, End User
PCN : MAMPU , End User
Data Collection Method :
Face to face (Appointment & Events)
Computer Assisted Telephone Interview
(CATI)
2017 Touch Points: 1Gov*Net PCN
Segments : MAMPU HQ End User MAMPU End User
1) Account Management
2) PMO 1Gov*Net
3) MAMPU Project team
4) Service Delivery & Installation
5) Service Restoration
6) Helpdesk
7) Customer Report
8) Product
Overview
TRI*M Index
One number score that measures the level of customer retention
TRI*M Typology
Analysis of different types of customer relationships
Satisfactions towards Touch Points
4 Globally-standardized TRI*M Questions
Touchpoints Index
Identify which touch points are key to customers based on Touchpoints index and Leverage Points
Diagnostic Elements
Questions Analysis
Grid Analysis
Identification and prioritisation of performance improvement actions
Eg. Account Management
A01. Knowledge in own products/services.
A02. Inform you about products/services.
A03.
A04. Understand your business requirement.
A05. Response in time to Inquiries (e.g. email, telephone).
A06. Reachability / ease of contacting.
Provide availability, utilization and helpdesk report online and on demand.
Research Methodology TRI*M –3Ms...Measuring, Monitoring and Managing
1Gov*Net: Index score slightly declined by 1 index. End User observed maintained a good score as per
last year, however HQ and MAMPU require further attention.
79 80 80 76 88 87
Main Wave 2012
Main Wave 2013
Main Wave 2014
Main Wave 2015
Main Wave 2016
Main Wave 2017
1Gov*Net
81 85 81 71
88 82
Main Wave 2012
Main Wave 2013
Main Wave 2014
Main Wave 2015
Main Wave 2016
Main Wave 2017
HQ
76 79 80 84 89 89
Main Wave 2012
Main Wave 2013
Main Wave 2014
Main Wave 2015
Main Wave 2016
Main Wave 2017
End User
N/A
72 78 64
81 71
Main Wave 2012
Main Wave 2013
Main Wave 2014
Main Wave 2015
Main Wave 2016
Main Wave 2017
MAMPU
TRI*M Index
-6pts (7%) -10pts (12%)
Results
CSI index ranges from
-30 to +140 index
PCN: Overall performance dropped in 2017 which require further focus and attention.
TRI*M Index
89 76
Main Wave 2016 Main Wave 2017
PCN
88 77
Main Wave 2016 Main Wave 2017
End User
93
59
Main Wave 2016 Main Wave 2017
MAMPU
Results
-11pts (13%) -34pts (37%)
CSI index ranges from
-30 to +140 index
1Gov*Net
1Gov*Net : Good Relationship is observed this year as the number of apostles exceed Telco
Benchmark. However need to drill down the dissatisfaction among MAMPU as their share of apostles
decrease and increase in share of mercenaries.
-13
-3
-16
-7
-50
Quality of Relationship Index *Index in percentage (%)
PCN :Share of Apostles dropped and Share of Critics increased significantly for both
customer segments.
7 13 16 1
12 41
65 45
Main Wave 2016 Main Wave 2017
7 12 16 1
13 42
64 45
Main Wave 2016 Main Wave 2016
End User
9 30 18
10 9
30 64
30
Main Wave 2016 Main Wave 2017
MAMPU
Apostles Mercenaries Hostages Critics
Quality of Relationship Index
PCN
-20
+6
-19 -34
+21 +5
*Index in percentage (%)
It’s not enough to only show where we perform good or bad, we need to take into account which touch points are key to customers…
These touch points are where 1Gov*Net perform strongly, but are of
low importance. These should be maintained and no further
investment or resource is needed at this stage.
These are touch points with high performance and importance to the
consumer. Where your currently meet their expectations and have
license to communicate these benefits.
These touch points are where 1Gov*Net should focus after fixing the
problems in the primary areas. Both performance and importance is
low – but some may be hygiene factors that you need to get right
first time.
These are critical touch points – of high importance to your
customers, but an area where you underperform.
Number one priority of focus for 1Gov*Net – need to assess where
we can gain quick wins and start to implement longer term plans to
address the key issues.
Maintain Promote
Primary Improvement
Secondary Improvement
Importance in driving TRI*M
Pe
rfo
rman
ce
How to interpret the analysis grid
For explanatory purpose
ACCOUNT MANAGEMENT
PMO 1GOV*NET
MAMPU PROJECT TEAM
SERVICE DELIVERY & INSTALLATION
SERVICE RESTORATION
HELPDESK
CUSTOMER REPORT
PRODUCT
1 G o v * N e t ( O v e r a l l )
Maintain Promote
Primary Improvement
Secondary Improvement
Importance in driving TRI*M (Leverage)
Perf
orm
ance (
TR
I*M
Index)
Highest Importance (10) Lowest Importance (0)
60
120
0 10 Avg (4.79)
Service Restoration has maintained it’s performance based on year-on-year comparison. Further attention need to be focused on Account Management, Customer Report, MAMPU Project Team and PMO 1Gov*Net.
Avg:
86.13
1 2
3 4
2016 Touchpoint:
• MAMPU Project team
• Account Management
• Service Delivery & Installation
2016 Touchpoint:
• PMO 1Gov*Net
• Product
2016 Touchpoint:
• Customer Report
2016 Touchpoint:
• Service Restoration
• Help Desk
1Gov*Net
MAMPU Project Team
PMO 1Gov*Net
Account Management
Service delivery & Installation
Service
Restoration Helpdesk Customer
Report Product
85 (93)
70 (87)
81 (95)
92 (93)
96 (96)
94 (95)
82 (90)
89 (91)
1Gov*Net
(Main Wave 2016)
Primary Improvement Secondary Improvement Maintain Promote
Account Management Customer Report
PMO 1Gov*Net
MAMPU Project Team
Helpdesk
Service restoration
Service delivery &
Installation
Product
Main Wave 2017 Touch Point Prioritization
T O U C H P O I N T P E R F O R M A N C E
Leverage 6 4 4 5 5 4 4 6
1Gov*Net: At overall level, the touchpoints performances are still consider good since the indexes are still high. However, since the trending based on year-on-year were declining, therefore need to relook back on what have went wrong in 2017. These are few touchpoints that still require attention such as Account Management, Customer Report, MAMPU Project Team and PMO 1Gov*Net.
1Gov*Net
Primary Improvement - Account Management
High level
Priority
Medium
level
Priority
Low level
Priority
Attribute HQ MAMPU
Priority Category Priority Category
A01. Knowledge in own products/services Low Weakness - -
A02. Inform and explain about 1Gov*Net products/services Medium Weakness - -
A03. Understand your business requirement Low Weakness - -
A04. Response in time to Inquiries (e.g. email, telephone, SMS, WhatsApp) Low Weakness - -
A05. Reachablility / ease of contacting and communication Medium Average High Strength
A06. Beneficial hands –on training on 1Gov*Net support system: SAMS, 1GovSev, 1GovOSF Low Weakness Low Weakness
A07. Engagement with user ( e.g.; Action taken and feedback , Operational Meeting, events, technology updates, etc..) Low Weakness - -
A08. Possess writing skills – slide/ documents preparations - - Medium Weakness
Strength Weakness
MA
MP
U
Account Management
Hygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
h
Low
High Low
Sta
ted im
port
ance
Impact on customer retention
A01
A02
A03 A04
A05
A06
A07
A08
Hygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
h
Low
High Low
Sta
ted im
port
ance
Impact on customer retention
A01
A02
A03 A04
A05
A06 A07
HQ
Weak performance from the Account Management team, particularly among HQ segment.
As for MAMPU customers, the team needs to improve on their writing skills, specifically in terms of the preparations of slides and documents.
1Gov*Net
Touchpoint Index
PCN: At a glance, Customer Report require further attention and prioritization of initiatives due to its positioning has been moved to Primary Improvement.
PCN Touchpoint Index
P C N ( O v e r a l l )
Importance in driving TRI*M (Leverage)
Perf
orm
ance
(TRI*
M I
ndex)
Highest Importance (10) Lowest Importance (0)
40
120
0 10
Avg (4.73)
Avg:
74.43
1 2
3 4
2016 Touchpoint:
• Customer Report
• PMO PCN
2016 Touchpoint:
• MAMPU Project team
• Account Management
2016 Touchpoint:
• Service restoration
• Service delivery and installation
2016 Touchpoint:
• Helpdesk
• Product
ACCOUNT MANAGEMENT
PMO PCN
MAMPU PROJECT TEAM SERVICE DELIVERY &
INSTALLATION
SERVICE RESTORATION
HELPDESK
CUSTOMER REPORT
PRODUCT
Maintain Promote
Primary Improvement
Secondary Improvement
130
75 103
47 91
85 107
81 96
87 98
88 93
52 85
80 88
PCN
Primary Improvement Secondary Improvement Maintain Promote
Customer report PMO PCN Service Delivery & Installation
Helpdesk
Service Restoration Product Account Management MAMPU Project Team
Main Wave 2017 Touch Point Prioritization
T O U C H P O I N T P E R F O R M A N C E
Account Management PMO PCN
Customer Report
MAMPU Project Team
Service delivery & Installation
Service Restoration Product
Helpdesk
MW2016
Leverage 6 4 5 4 5 3 5 6
PCN: At overall level, there were two touchpoints which require extra focus due to their low indexes, despite of declining trending in all touchpoints performance.
PCN Touchpoint Index
Primary Improvement - Customer Report
Attribute MAMPU
Priority Category
G01. The content of the report consists of availability , utilization and fault reported meets customers expectations Low Weakness
G02. PCN Service reports- Submission within agreed timeline Medium Strength
G03. Provide ‘on demand’ / incident report as per request Medium Average
Strength Weakness
MA
MP
U
Hygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
h
Low
High Low
Sta
ted im
port
ance
Impact on customer retention
G01
G02 G03
Customer Report
PCN can improve the delivery of customer reports to MAMPU by looking into the report content. The information reported on availability, utilization and fault needs to meet customers’ expectations.
PCN Touchpoint Index
High level
Priority Medium
level
Priority
Low level
Priority
1Gov*Net index score slightly declined from 88 points in 2016 to 87 points in 2017. End User observed maintained a good score as per last year, however HQ and MAMPU require further attention.
PCN overall performance dropped in 2017 from 89 to 76 which require further focus and attention.
Good Relationship is observed this year as the number of apostles exceed Telco Benchmark.
However need to drill down the dissatisfaction among MAMPU as their share of apostles decrease and increase in share of mercenaries.
Key focus areas for improvement for 1Gov*Net :
Account Management
Key focus areas for improvement for PCN :
Customer report 24
Overall Summary
Overall Performance