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Policy Paper drafted for the IPSG Meeting 3-5 May 2007, Bonn
European Institute of Public Administration ( EIPA )
“From Customer Satisfaction Measurement to Customer Satisfaction Management”
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DG resolution May 2006 and IPSG July 2006 To find and share good practices of satisfaction
measurement, Concentrate on questions of how the information
provided through these measurements is used in service improvements projects.
Consider the topics to be included in the possible future guidelines.
FOCUS
Conclusion: field of customer satisfaction to large and to important to narrow only to customer satisfaction surveys and measurement
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AimFrom “Measuring” to “Managing” customer satisfaction
5 PartsPart 1: Changing place and role of the citizen/customer
Part 2: Why managing customer satisfaction?
Part 3: How customer Satisfaction Management is used for service improvement?
Part 4: How to manage customer satisfaction?
Part 5: Future lines of the Customer Satisfaction Management Project
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Part 1: place and role of the citizen/customer
P o lic y d es ig n
D ec is io n
I m p lem en ta tio n /M o n ito r in g /S teer in g
E v alu a tio nP o lit ic s& C iv ilS er v ic e
C itizen /C u s to m er
C itizen /C u s to m er
C itizen /C u s to m er
C itizen /C u s to m er
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Citizen / customers become: co-designer co-decider co-producer co-evaluator
Measuring customers satisfaction is only final stage
Input of citizen/customer in all stages = customer satisfaction management
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Part 2: Why managing customer satisfaction?
Service / product management
Expectation management
Perception management
Satisfaction Management
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Part 3: How customer Satisfaction Management is used for service improvement?
The CAF Model
LeadershipKey
PerformanceResults
Processes
People
Strategy & Planning
Partnerships& Resources
SocietyResults
Citizen/CustomerOrientedResults
PeopleResults
ENABLERS RESULTS
INNOVATION AND LEARNING
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Part 4: How to manage
Manage in all stages co-designer
co-decider co-producer co-evaluator
Examples Focus groups / panels Customer journey mapping Front line staff experience Process analysis Mystery shopping Satisfaction survey …
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Part 5: Future lines
Good practices (illustrations)
Guideliness (step by step / tool by tool)
Contact
CAF Resource Centre
European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL - 6201 BE Maastricht
Tel.: +31 43 3296 253
E-mail: [email protected]
http://www.eipa.nl