FUSION 13: Session 706 Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery

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Continual Service Innovation – Using Surveys & Metrics to improve Service Delivery
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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FUSION 13: Session 706 Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery

  1. 1. Continual Service Innovation: Using Surveys and Metrics to Improve Service Delivery E DDIE S ESSION 706 V IDAL – U NIVERSITY OF M IAMI
  2. 2. Takeaways • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates @eddievidal 2
  3. 3. How do you measure? @eddievidal 3
  4. 4. What do you measure now? • Surveys to improve Service Delivery • Call Monitoring to improve Customer Service • Incident Tracking to improve processes, documentation and knowledge base Employee Surveys @eddievidal 4
  5. 5. Define | Measure | Improve • What is not defined cannot be controlled. • What is not controlled cannot be measured. • What is not measured cannot be improved. @eddievidal 5
  6. 6. Innovation • Introduction of something new original or important • A new idea, method, or device • Better solutions • Doing things different @eddievidal 6
  7. 7. Where do you start? @eddievidal CSI Model 7
  8. 8. Survey Results • Survey Says! @eddievidal 8
  9. 9. Surveys at the U @eddievidal 9
  10. 10. Lencioni Model for Team Effectiveness Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust 10
  11. 11. @eddievidal
  12. 12. Surveys at the U First Attempt • Kept it simple • 5 questions • Phone calls by students • 105 surveys @eddievidal 12
  13. 13. Surveys at the U • Different department & role • Expanded reach • Created SharePoint Incident and Request form • 238 surveys • 3 or below, take action • Positive comments shared on monthly basis @eddievidal 13
  14. 14. 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? @eddievidal 14
  15. 15. Survey Results @eddievidal 15
  16. 16. Survey Results Overall Survey Results Customer Satisfaction with Start Date 6/4/12, Scores after 238 surveys 1/18/13 1 (Very Dissatisfied) Total Satisfaction (Combined 2 4 5 (Very 4/5 Dissatisfied 3 Neutral Satisfied Satisfied) 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 @eddievidal 16
  17. 17. Surveys Comparisons 98 97 96 95 94 93 92 91 90 89 Courtesy UM HDI Education Healthcare Knowledge Timeliness Quality 96 97 96 97 95 95 94 96 92 92 92 94 95 94 93 95 Overall Service 95 93 92 94 17
  18. 18. Surveys Comparisons Overall Survey Results USS The courtesy of the analyst 97.5% The technical skills/knowledge o 96.5% The timeliness of the service pro 95% The quality of the service provide 96.6% The overall service experience 96% HDI 97% 95% 92% 94% 93% Education Healthcare 96% 97% 94% 96% 92% 94% 93% 95% 92% 94% Overall Mean scores The courtesy of the analyst The technical skills/knowledge o The timeliness of the service pro The quality of the service provide The overall service experience HDI 4.84 4.78 4.69 4.76 4.72 Education Healthcare 4.82 4.87 4.82 4.74 4.68 4.74 4.72 4.8 4.69 4.77 USS 4.87 4.83 4.75 4.83 4.8 18
  19. 19. Celebrate Your Success Write a blog, write something! @eddievidal University of Miami User Support Services scores higher customer satisfaction ratings than 2012 HDI Customer satisfaction benchmarking study report. 19
  20. 20. Surveys at the U • • • • • • • New department All of UMIT New ITSM tool 1 out of 10 11% response rate Started July 12, 2013 800 Surveys received as of Oct 8th @eddievidal 20
  21. 21. @eddievidal 21
  22. 22. Simple Changes • 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 @eddievidal 22
  23. 23. Next Steps - Today 98 96 94 92 90 88 86 84 82 Courtesy UM HDI Education Healthcare Knowledge Timeliness Quality 91 97 96 97 91 95 94 96 88 92 92 94 90 94 93 95 Overall Service 90 93 92 94 23
  24. 24. Next Steps • 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? Define – Measure - Improve • Benchmark – Implement - Improve 24
  25. 25. Next Steps • Friendly Competitions between departments • Gamification • Share results with Customers @eddievidal 25
  26. 26. Benefits & Value • • • • Recognize Rock Stars Learn from departments doing well Coaching opportunities Align with the Business @eddievidal 26
  27. 27. Other Organizations • Use surveys for rewards, recognition and annual performance review • Meet with business partners once a week • Share survey with outside vendors/partners @eddievidal 27
  28. 28. FUSION surveys What does FUSION do with their surveys? 28
  29. 29. Other Organizations Courtesy of Gina Montague – Infinite Campus 29
  30. 30. Infinite Campus • 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. Courtesy of Gina Montague – Infinite Campus 30
  31. 31. Dashboard Other Organizations @eddievidal 31
  32. 32. Align Results Job Knowledge Quality of Work Productivity Customer Service 32
  33. 33. 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? @eddievidal 33
  34. 34. Ticket Evaluation Template 34
  35. 35. Call Monitoring • • • • Greeting the customer Key points during the call Ending the call Behavioral Questions @eddievidal 35
  36. 36. Call Monitoring Score 36
  37. 37. 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 @eddievidal 37
  38. 38. Where do you start? @eddievidal CSI Model 38
  39. 39. Takeaways • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates @eddievidal 39
  40. 40. Thank you for attending Contact Information Please Complete the Session Evaluation Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu http://www.linkedin.com/in/eddievidal @eddievidal 40

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