Customer Satisfaction - recent updates in measurement and performance across all channels

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Note: The data and comment used in this report is for sample purpose only and does not represent actual data. Customer Satisfaction Customer Satisfaction – recent updates in measurement and – recent updates in measurement and performance across all channels? performance across all channels? Serve You Serve You Right Right

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    21-Oct-2014

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    Business

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Presentation by Paul van Veen, Customer Service Benchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement

Transcript of Customer Satisfaction - recent updates in measurement and performance across all channels

  • Customer Service Benchmarking Australia

    Level 5, 10-16 Queen Street

    Melbourne VIC 3000

    T:03 9605 4900 | F:03 9642 1741

    www.csba.com.au

    +18+20+15-15+26-22+6+9-42-11-54+8-64-57-31-72-5-72-26-43-66-23-65-65-60-80-60-40-2002040OverallGeneral EnquiriesDepartment ADepartment BDepartment COnceTwiceThree timesFour timesMore than four times

    40854085PerformanceImportanceAgent provides 1st call resolutionAgent is friendly, polite, courteousAgent listens carefully to youAgent projects confidenceAgent tries to solve issue over the phoneGetting through to a person quicklyAgent is easy to understandAgent shows an understanding of the issue

    Strengths -ConsolidateKey Improvement

    Area

    SecondaryImprovement

    Area

    Maintain Performance

    050100050100Getting ThroughService Delivery

    Customer Satisfaction Grid

    Company XBest in SectorAll CompaniesCompany ACompany BCompany C

    RESTLESSNESSRESTLESSNESSVALUE FOR

    MONEY

    ALIENATION


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