Continual Service Innovation: Using
Surveys and Metrics to Improve Service
Session 203
Eddie Vidal – University of Miami
Eddie Vidal
• HDI & Fusion Track Chair
• HDI & Fusion Conference
Speaker
• HDI Strategic Advisory Board
• President Emerit...
@eddievidal
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important...
@eddievidal
How do you measure?
4
@eddievidal
• Surveys to improve Service Delivery
• Call Monitoring to improve Customer
Service
• Incident Tracking to imp...
@eddievidal
• What is not defined cannot be controlled.
• What is not controlled cannot be
measured.
• What is not measure...
@eddievidal
• Introduction of something new original or
important
• A new idea, method, or device
• Better solutions
• Doi...
@eddievidal
Where do you start?
CSI Model
8
@eddievidal
• Survey Says!
Survey Results
9
@eddievidal
Surveys at the U
10
@eddievidal
Lencioni Model for Team Effectiveness
Inattention
to Results
Avoidance of
Accountability
Lack of Commitment
Fe...
First Attempt
• Kept it simple
• 5 questions
• Phone calls by students
• 105 surveys
Surveys at the U
13
• Different department &
role
• Expanded reach
• Created SharePoint
Incident and Request
form
• 238 surveys
• 3 or below, ...
@eddievidal
Customer Surveys
1. Overall quality of IT Support Center Staff?
2. IT Support Staff handling my problem was
kn...
Survey Results
16
Survey Results
Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13
Customer Satisfaction with
1 (Ve...
@eddievidal
Surveys Comparisons
18
Surveys Comparisons
Overall Survey Results USS HDI Education Healthcare
The courtesy of the analyst 97.5% 97% 96% 97%
The ...
Write a blog,
write
something!
Celebrate Your Success
University of Miami User
Support Services scores higher
customer sat...
• New department
• All of UMIT
• New ITSM tool
• 1 out of 10
• 10% response rate
• Started July 12, 2013
• 1975 Surveys re...
@eddievidal
Survey Results
22
@eddievidal
• Dramatic Effect = Partnership
• Start inside - UMIT Partnership
• Move outward - Business Partnership
– Cont...
@eddievidal
Survey Results – Service Desk Comparison
24
@eddievidal
• Propose Operational meeting to review
• Review Results
– Beginning to current
– Last 30 days
– Last week
– F...
@eddievidal
• Friendly Competitions between
departments
• Gamification
• Share results with Customers
Next Steps
26
@eddievidal
• Recognize Rock Stars
• Learn from departments doing well
• Coaching opportunities
• Align with the Business
...
@eddievidal
• Use surveys for rewards, recognition and
annual performance review
• Meet with business partners once a week...
@eddievidal
HDI surveys
29
What does
HDI do with
their surveys?
www.HDIConference.com/Eval
@eddievidal
Other Organizations
30
Courtesy of Gina Montague – Infinite Campus
@eddievidal
• What do we do with the feedback?
We carefully review all survey results as
soon as they arrive. Survey resul...
@eddievidal
Other Organizations
32
Dashboard
Align Results
Job
Knowledge
Quality of
Work
Productivity
Customer
Service
33
@eddievidal
Quality
• Ticket Accuracy Review
– Has the customer been contacted within 24 hours?
– Are the diary entries us...
@eddievidal
Ticket Evaluation Template
35
@eddievidal
Call Monitoring
• Greeting the customer
• Key points during the call
• Ending the call
• Behavioral Questions
...
@eddievidal
Call Monitoring Score
37
@eddievidal
Taking it to another level
• Use an incident for same call
• Follow the trail from beginning to end
• To post ...
@eddievidal
Where do you start?
CSI Model
39
@eddievidal
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important...
@eddievidal
Thank you for attending
Contact Information
Eddie Vidal
305-439-9240
eddie_vidal@yahoo.com
evidal@miami.edu
ht...
2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery
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2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery

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The term innovation can be defined as something original and new. Has the way we deliver customer service changed in the last 50 years? Delivering service with a smile and a positive attitude hasn’t changed but what about the data used to improve service? Many organizations have numerous reports and data but lack the innovation to make simple changes to affect results. Survey results are a great tool but what are you doing with them? Are you using the results to create an action plan? What metrics do you use to help build your case for positive change? In this session Eddie will share with you useful methods to improve the quality of your service delivery on a continual basis. Key takeaways include; survey questions, actions based on results, metrics and templates.

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2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery

  1. 1. Continual Service Innovation: Using Surveys and Metrics to Improve Service Session 203 Eddie Vidal – University of Miami
  2. 2. Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida HDI Local Chapter • Published in Support World Magazine & HDI Connect • HDI Support Center Manager Certified • ITIL V3 Foundation & OSA Certified • itSMF monthly podcast producerManager, UMIT Service Desk evidal@miami.edu eddie_vidal@yahoo.com 305-439-9240 @eddievidal http://www.linkedin.com/in/eddievidal
  3. 3. @eddievidal • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates Takeaways 3
  4. 4. @eddievidal How do you measure? 4
  5. 5. @eddievidal • Surveys to improve Service Delivery • Call Monitoring to improve Customer Service • Incident Tracking to improve processes, documentation and knowledge base What do you measure now? 5 Employee Surveys
  6. 6. @eddievidal • What is not defined cannot be controlled. • What is not controlled cannot be measured. • What is not measured cannot be improved. Define | Measure | Improve 6
  7. 7. @eddievidal • Introduction of something new original or important • A new idea, method, or device • Better solutions • Doing things different Innovation 7
  8. 8. @eddievidal Where do you start? CSI Model 8
  9. 9. @eddievidal • Survey Says! Survey Results 9
  10. 10. @eddievidal Surveys at the U 10
  11. 11. @eddievidal Lencioni Model for Team Effectiveness Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust 11
  12. 12. First Attempt • Kept it simple • 5 questions • Phone calls by students • 105 surveys Surveys at the U 13
  13. 13. • Different department & role • Expanded reach • Created SharePoint Incident and Request form • 238 surveys • 3 or below, take action • Positive comments shared on monthly basis Surveys at the U 14
  14. 14. @eddievidal Customer Surveys 1. Overall quality of IT Support Center Staff? 2. IT Support Staff handling my problem was knowledgeable? 3. IT Support Staff handling my problem was courteous and professional? 4. Incident was resolved to my complete satisfaction? 5. Resolution of your incident completed in a timely manner? 15
  15. 15. Survey Results 16
  16. 16. Survey Results Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13 Customer Satisfaction with 1 (Very Dissatisfied) 2 Dissatisfied 3 Neutral 4 Satisfied 5 (Very Satisfied) Total Satisfaction (Combined 4/5 Percentage) Mean The courtesy of the representative 1% 0% 3% 4% 91% 96% 4.79 The technical skills/knowledge of the representative? 1% 0% 3% 6% 89% 95% 4.81 The timeliness of the service provided? 1% 3% 3% 5% 87% 92% 4.73 The quality of the service provided? 1% 2% 3% 4% 90% 95% 4.82 The overall service experience? 2% 1% 2% 8% 88% 95% 4.85 17
  17. 17. @eddievidal Surveys Comparisons 18
  18. 18. Surveys Comparisons Overall Survey Results USS HDI Education Healthcare The courtesy of the analyst 97.5% 97% 96% 97% The technical skills/knowledge o 96.5% 95% 94% 96% The timeliness of the service pro 95% 92% 92% 94% The quality of the service provide 96.6% 94% 93% 95% The overall service experience 96% 93% 92% 94% Overall Mean scores USS HDI Education Healthcare The courtesy of the analyst 4.87 4.84 4.82 4.87 The technical skills/knowledge o 4.83 4.78 4.74 4.82 The timeliness of the service pro 4.75 4.69 4.68 4.74 The quality of the service provide 4.83 4.76 4.72 4.8 The overall service experience 4.8 4.72 4.69 4.77 19
  19. 19. Write a blog, write something! Celebrate Your Success University of Miami User Support Services scores higher customer satisfaction ratings than 2012 HDI Customer satisfaction benchmarking study report. 20
  20. 20. • New department • All of UMIT • New ITSM tool • 1 out of 10 • 10% response rate • Started July 12, 2013 • 1975 Surveys received as of March 24th Surveys at the U 21
  21. 21. @eddievidal Survey Results 22
  22. 22. @eddievidal • Dramatic Effect = Partnership • Start inside - UMIT Partnership • Move outward - Business Partnership – Contacting the Customer – Listen – Make a change based on feedback – Advise customer change made – Correct broken processes Simple Changes 23
  23. 23. @eddievidal Survey Results – Service Desk Comparison 24
  24. 24. @eddievidal • Propose Operational meeting to review • Review Results – Beginning to current – Last 30 days – Last week – Focus on 3 or below – Strive for 5 and celebrate! • Departmental Breakdown = Breakdown Silos? • Benchmark – Implement - Improve Next Steps Define – Measure - Improve 25
  25. 25. @eddievidal • Friendly Competitions between departments • Gamification • Share results with Customers Next Steps 26
  26. 26. @eddievidal • Recognize Rock Stars • Learn from departments doing well • Coaching opportunities • Align with the Business Benefits & Value 27
  27. 27. @eddievidal • Use surveys for rewards, recognition and annual performance review • Meet with business partners once a week • Share survey with outside vendors/partners Other Organizations 28
  28. 28. @eddievidal HDI surveys 29 What does HDI do with their surveys? www.HDIConference.com/Eval
  29. 29. @eddievidal Other Organizations 30 Courtesy of Gina Montague – Infinite Campus
  30. 30. @eddievidal • What do we do with the feedback? We carefully review all survey results as soon as they arrive. Survey results are shared with staff and are used for coaching and kudos. We want you to know how we are doing, too. Every month we will update this site with our latest customer satisfaction score. Infinite Campus 31 Courtesy of Gina Montague – Infinite Campus
  31. 31. @eddievidal Other Organizations 32 Dashboard
  32. 32. Align Results Job Knowledge Quality of Work Productivity Customer Service 33
  33. 33. @eddievidal Quality • Ticket Accuracy Review – Has the customer been contacted within 24 hours? – Are the diary entries user friendly? – Has the customer been kept in the loop? – Was customer sign-off obtained? 34
  34. 34. @eddievidal Ticket Evaluation Template 35
  35. 35. @eddievidal Call Monitoring • Greeting the customer • Key points during the call • Ending the call • Behavioral Questions 36
  36. 36. @eddievidal Call Monitoring Score 37
  37. 37. @eddievidal Taking it to another level • Use an incident for same call • Follow the trail from beginning to end • To post or not to post? • Create competition 38
  38. 38. @eddievidal Where do you start? CSI Model 39
  39. 39. @eddievidal • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates Takeaways 40
  40. 40. @eddievidal Thank you for attending Contact Information Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu http://www.linkedin.com/in/eddievidal @eddievidal Please Complete the Session Evaluation 41 www.HDIConference.com/Eval

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