Measuring and Improving Cust Sat

8/8/2019 Measuring and Improving Cust Sat

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Measuring and Improving

Customer Satisfaction

Ron MunsRon MunsHDI Founder & CEO

March 21, 2006March 21, 2006

LINK


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Agenda

Customer Satisfaction The Value

Proposition

CS DefinedIndices Defined

HDIsBalanced Score Card Service Model

How to Improve & Survey principles

The new HDI-CSI Service


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Statistics that matter

4% of customers with problems complain

Customers with a problem tell 9 to 20 others

Satisfied customers tell 2 to 4 Cost of getting a new customer is 5-7 times

greater than retaining the ones you have

A 5% increase in customer retention can

increase profit by 25% to 95%Implication:

Customer Satisfaction Matters!


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Thegulfbetween satisfied

customers and completelysatisfied customers can swallow

a business.

- Harvard Business Review

CustomerSatisfactionAffects

the BottomLine


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Impact on theIT Organization

Credibility

Budget approvals

Business alignment

Attitudes towards outsourcing

Attitudes towards IT leadership

Improve support for new initiatives


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Indices Defined

1. Indices are statistical measures of change in

2. HDI defines Customer Satisfaction Indices as

trends in scores over time compared to goalsand industry averages


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Rememberto stayBalanced

HDI believes very strongly in the

Balanced Score Card Service Model

You must simultaneously improve: Customer Satisfaction

Cost/value Metrics

Employee Satisfaction

Organizational Maturity


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Balanced Scorecard Service Model

Customer Satisfaction Goals Customer Satisfaction

Average Speed to Answer

Loyalty factor

Performance against SLA

Cost/Productivity Goals

Average Cost/Incident

Average Cost/Customer

Average Customer/FTE

Utilization rate

Employee Satisfaction Goals Employee Satisfaction

# of Technical Staff Turnovers

Time to Employee Proficiency

Knowledge contributions

Organizational Maturity Goals

Time to Fill Knowledge Gaps

Time to New Product Proficiency (Days)

Support Center Certification

Process formalization


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How to Impact

CustomerSatisfaction Scores

1. Improve performance in the dimensions

that matter to the customer viaimprovements in tools, process, culture,

people, etc.

2. Lower expectations (to reflect reality andfor periods of extreme change)


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Survey Principles

1. Statistically sample events when they complete

2. Telephone and e-support

3. EXTREMELY SHORT SURVEYS4. Dont over survey anyone

5. Graph changes over time

6. Set goals

7. Compare to others in your industry8. Work on customer perceptions (and needs)


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Questions to Ask

Telephone Support

1. Courtesy of the Analyst

2. Skills and Knowledge of the Analyst

3. Quality of the Resolution

4. Timeliness of the Resolution

5. Overall Experience


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Questions to ask

Web Support

1. Ease of use

2. Was your problem solved3. Neither, just browsing


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What is HDI CSI? (hintno crime scene involved)

Service built by and for the HDI Community

Secure Information TransferBenchmarks to goals

Benchmarks compared to your Industry

Provides Alerts Dashboard

Statistical sampling at 95% confidence levelEasy to use - 30-60 Minute Setup


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What HDI CSI is Not

A survey building tool

Customizable (except for reporting)

Competitor for periodic surveyinstruments

Complicated or Complex Hard to implement

Expensive


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Reports to YourDesktop(orraw data)Link

Trends against Goals

Compared to Industry Peers

Your raw data for your own customized

reporting


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In Closing

What gets measured, gets done, so, getr done

Only your industry association can deliver this

service It is an order of magnitude cheaper than any

other alternative and they cannot give you peercomparisons

Get on board, be a part of the momentum

Questions: [email protected]

Measuring and Improving Cust Sat

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