SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results Prepared For: and the Resp...

SMS/800 Customer Satisfaction Survey: Summary of Wave Four

(2000) Results

Prepared For:

and the Resp Org Community

Prepared By:

SMS/800 Services ConfidentialFebruary 2001 The Taylor Research & Consulting Group, Inc.

SMS/800 Customer Satisfaction Study: Summary of Wave Four Results

• Study Background and Methodology

• Overall Satisfaction with SMS/800 Services

• 2000 Survey Results

Overall Performance

Help Desk

Software Support Group

Data Center

SMT’s Business Representative

Web Site

• Conclusion

Organization of This Summary


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsStudy Background and Methodology

• Study commissioned by the SMS/800 Management Team (SMT) in 1997

Used to track and assess the performance of its four vendor organizations and the SMS/800 Web site

Not designed to evaluate satisfaction with system performance

Telephone methodology; Mostly closed-ended, rating-scale questions

Scale: 1-to-5 (1=Very dissatisfied and 5= Very satisfied)

• 2000 was the fourth wave of interviewing 159 interviews were completed

79% completion rate

Interview dates: July 17 through October 31, 2000

Sampling error of +/- 3.8%


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsStudy Background and Methodology

• Significance of satisfaction ratings:

4.0 to 4.5 is near the upper limit of what can reasonably be expected.

3.7 to 4.0 indicates general satisfaction but suggests some room for tweaking.

3.0 to 3.7 ratings present a yellow flag.

1.0 to 3.0 is indicative of extreme dissatisfaction and presents a red flag.

• Direct comparisons of the vendor results should be avoided.



Overall Performance


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsOverall Satisfaction with SMS/800 Services

• Overall satisfaction with SMS/800 remains very high. 83% 4-5 scores vs. just 2% 1-2 scores. The basis for satisfaction is superior customer service and a

workable system that gets the job done.

4.2

0 1 2 3 4 5Satisfaction on 1-to-5 Scale

All things considered, how satisfied are you with the performance of the SMS/ 800 system?

(Mean Score)N = 148


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsOverall Satisfaction with SMS/800 Services

Agreement with Statement: “SMS/800 gives sufficient attention to my company’s needs.”

• A resolute focus on the customer lies behind the strong performance posted by SMS/800.

92% strongly or mildly agree v. 7% mildly or strongly disagree with the statement that SMS/800 gives sufficient attention to their needs.

1

1

6

37

55

0 10 20 30 40 50 60 70 80 90 100

Percent

Don't know

Strongly disagree

Mildly disagree

Mildly agree

Strongly agree

Agreement with the statement: "SMS/ 800 gives sufficient attention to my company's needs"

N = 148



Help Desk


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsSMS/800 Help Desk Performance

Overall Satisfaction

• Overall satisfaction with the Help Desk remains remarkably high.

98% 4-5 scores (70% 5s)! Arguably, there is no room left for further improvement.

4.6


2000

All things considered, how satisfied are you with the performance of the SMS/ 800 Help Desk?

(Mean Score)N = 145



Personnel Evaluations

• The Help Desk personnel set the standard for customer service andsatisfaction.

All factors have 94% or higher 4-5 scores. There is little, if any, room left for improvement.

4.5

4.6

4.7

4.7

4.7

4.8

0 1 2 3 4 5

Satisfaction on 1-to-5 Scale

Overall knowledge

Follow-through

Timely response

Giving attention

Helpfulness

Courtesy

How satisfied are you with the performance of the Help Desk personnel when it comes to . . . ?

(Mean Scores)



Performance Evaluations

• The Help Desk is more than just quality people—it also gets the job done.

98% and 97% 4-5 scores, respectively.

4.7

4.7

0 1 2 3 4 5


Providing SMS/ 800training

Help making RespOrg changes

How satisfied are you with the performance of the

Help Desk personnel when it comes to . . . ? (Mean Scores)



Ease of Contacting the Help Desk

• Accessibility has largely ceased to be an issue, as Resp Orgs can now talk to Help Desk personnel virtually around the clock.

Though occasionally, hold times could be shorter or could be explained more effectively.

2

13

85

0 10 20 30 40 50 60 70 80 90 100

Percent

Somewhat difficult

Somewhat easy

Very easy

How easy is it to contact people at the SMS/ 800 Help Desk?

N = 144



Software Support Group


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsSMS/800 Software Support Group Performance


• Overall satisfaction with the SSG has improved slightly, aided by somesignificant gains made in personnel support.

78% 4-5 scores vs 3% 1-2. Satisfaction is buttressed by steadfast appreciation for the

system. Though Resp Orgs seem to be anxiously anticipating the

availability of a fully functional GUI.

4.1


All things considered, how satisfied are you with the performance of the SMS/ 800 Software Support Group?

(Mean Score)N = 143




• Past concerns about the SSG’s personnel support seem to have gone largely by the wayside.

The gains made have come in critically important areas where the gap between expectations and performance was widest in 1999.

3.8

4.0

4.0

4.0

4.2

4.3

0 1 2 3 4 5


Overall knowledge

Follow-through

Timely response

Giving attention

Helpfulness

Courtesy

How satisfied are you with the performance of the SMS/ 800

Software Support Group personnel when it comes to . . . ? (Mean Scores)

MGI Users Only



Quality of System Application Software

• The old 3270 interface is antiquated, hard to learn, and even harder to master, but most concede that it continues to get the job done—which is what matters most.

All means at or above 4.0. 66% or greater 4-5 scores for all eight factors.

3.9

4.0

4.0

4.1

4.1

4.1

4.4

4.5

0 1 2 3 4 5


Ease of navigation

Software flexibility, features,and functionality

Software quality andreliability

Ease of modifying records

Screen clarity

Ease of building records

Ease of checking numberstatus and reserving numbers

Ease of using wild cardsearches

How satisfied are you with the performance of

the SMS/ 800 system when it comes to . . . ? (Mean Scores)



Data Center


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsSMS/800 Data Center Performance


• The SMS/800 Data Center continues to perform at the upper limits of what might be expected.

93% 4-5 scores (57% 5s). All 13 factors have means over 4.0.

4.5


All things considered, how satisfied are you with the performance of the SMS/ 800 Data Center?

(Mean Score)N = 136




• Evaluations of the support provided by the Data Center personnel have remained extremely positive and leave little room for improvement.

Exemplary customer service does much to soothe what irritation exists as a result of the few remaining systems issues.

4.5

4.6

4.6

4.7

4.7

4.7

0 1 2 3 4 5


Overall knowledge

Follow-through

Timely response

Giving attention

Helpfulness

Courtesy


SMS/ 800 Data Center personnel when it comes to . . . ? (Mean Scores)




• The Data Center’s performance scores have rebounded in 2000 from the declines suffered in 1999.

The key to these gains has been increased link reliability, which has contributed to the overall accessibility and reliability of the system.

4.3

4.3

4.3

4.4

4.7

4.7

4.8

0 1 2 3 4 5


Troubleshooting the link

SMS/ 800 link maintenance

Keeping the system up andfunctional

Keeping the systemaccessible

Help with terminal lockout

Resolution of user IDproblems

Providing log-onIDs/ passwords


SMS/ 800 Data Center when it comes to . . . ? (Mean Scores)



SMT’s Business Representative


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsSMT’s Business Representative Performance


• The Business Rep continues to function within Resp Org expectations. 80% 4-5 scores vs. just 2% 1-2. All 13 Business Rep factors have means of 4.0 or higher!

4.1


All things considered, how satisfied are you with the performance of the SMT Business Representative?

(Mean Score)N = 109




• After having made significant gains in 1999, the group’s personnelscores have dropped in 2000.

Some attribute this to understaffing. There may also be confusion about the group’s function. In the end, however, the scores remain very solid.

3.9

4.0

4.0

4.0

4.0

4.4

0 1 2 3 4 5


Timely response

Overall knowledge

Follow-through

Giving attention

Helpfulness

Courtesy

How satisfied are you with the performance of the SMT Business

Representative personnel when it comes to . . . ? (Mean Scores)




• Most Resp Orgs think the Business Rep is doing a decent job of working and communicating with the industry and attending to the needs of Resp Orgs.

75% or better gave the Business Rep 4-5 ratings for these three factors.

4.0

4.0

4.0

0 1 2 3 4 5


Its sensitivity to yourneeds

How it communicateswith the industry

How it works with theindustry


SMT Business Representative when it comes to . . . ? (Mean Scores)



Usefulness of Information Provided

• Also positive is the fact 91% of Resp Orgs think the information the Business Rep provides is at least somewhat useful.

Two topics about which they would like considerably more information are the GUI rollout and SMS/800’s plans for the release of 855.

2

2

6

54

37

0 10 20 30 40 50 60 70 80 90 100

Percent

Depends (VOL)

Not at all useful

Not very useful

Somewhat useful

Very useful

How useful is the information provided by the SMT's Business Representative?

N = 106



Billing Support

• Undoubtedly the most positive development for the Business Rep is its continued improvement in the area of billing.

In two years, this has gone from being a major source of Resp Orgdissatisfaction to a strength.

4.1

4.1

4.3

4.6

0 1 2 3 4 5


Answering billingquestions

Overall billing support

Resolving billingdisputes

Correcting billingerrors

How satisfied are you with the performance of

the Billing Hotline when it comes to . . . ? (Mean Scores)



SMS/800 Web Site


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsSMS/800 Web Site


• Resp Org satisfaction with the SMS/800 Web site has generally continued to improve.

72% 4-5 scores vs. just 3% 1-2 scores.

4.0


All things considered, how satisfied are you with the SMS/ 800 Web site?

(Mean Score)N = 119



Awareness of/Visits to Site

• Both awareness and use of the site are growing. This is a significant development, because satisfaction appears to increase

in line with usage.

3

97

0 10 20 30 40 50 60 70 80 90 100

Percent

Not aware

Aware

Are you aware the SMS/ 800 has a Web site?

10

90

0 10 20 30 40 50 60 70 80 90 100

Percent

Have not visited

Have visited

Have you ever visited the SMS/ 800 Web site?(Among those aware of the site)

N = 149 N = 142



Site Performance

• Satisfaction with most aspects of the site has increased. The weak area for the site continues to be its user-friendliness. Users want more detailed menus and better search capabilities, so they

can locate information with minimal time and effort.

3.8

4.0

4.1

4.2

4.2

0 1 2 3 4 5


Ease of navigation

Organization

Content

Timeliness andaccuracy of content

Graphics quality

How satisfied are you with the

SMS/ 800 Web site when it comes to . . . ? (Mean Scores)



Conclusion


SMS/800 Customer Satisfaction Study: Summary of Wave Four ResultsConclusion

• The 2000 survey results show that SMS/800, as a whole, continues to perform quite effectively in the eyes of Resp Orgs.

All five vendor organizations performed well. Improvement in many areas, often key areas where the threat

to satisfaction was noted to be great in 1999. Primary strengths are customer service and the ultimate

effectiveness of the SMS/800 system (it’s not easy to use, but it is effective).

Primary weaknesses are the user-friendliness of the system and communications within SMS/800 and between SMS/800 and Resp Orgs.

• The results do not suggest any areas where major adjustments or fixes will need to be made in 2001.

Most suggestions for improvement are efforts to fine-tune an already well-oiled machine.

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