2017 Customer Satisfaction Index (CSI) 1Gov*Net & PCN Hasil Indeks Kepuas… · CSI 2017 Fieldwork...

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


End User

93

59


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


7 12 16 1

13 42

64 45


End User

9 30 18

10 9

30 64

30


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


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



Hig

h

Low

High Low

Sta

ted im

port

ance


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


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.


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



Hig

h

Low

High Low

Sta

ted im

port

ance


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.


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

2017 Customer Satisfaction Index (CSI) 1Gov*Net & PCN Hasil Indeks Kepuas… · CSI 2017 Fieldwork...

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