Customer Satisfaction Research Report Sample


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Customer Satisfaction Research has two primary purposes:
1) Measure and track your effectiveness in managing customer satisfaction.
2) Provide insights for improving customer satifaction.

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Customer Satisfaction Research Report Sample

  1. 1. Customer Service Satisfaction Research 3Q’09 September, 2009 Company Logo SAMPLE
  2. 2. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  3. 3. Customer Service Vision <ul><li>A customer service function that is: </li></ul><ul><ul><li>Scalable </li></ul></ul><ul><ul><ul><li>Double the current capacity in a year, as much as quadruple in 2 years. </li></ul></ul></ul><ul><ul><li>Effective </li></ul></ul><ul><ul><ul><li>High rates of satisfaction among all customer groups. </li></ul></ul></ul><ul><ul><ul><li>Realizing strong service measures </li></ul></ul></ul><ul><ul><li>Efficient </li></ul></ul><ul><ul><ul><li>Cost per contact is lower than the value of the contact. </li></ul></ul></ul><ul><ul><ul><li>High one-call-resolution rates. </li></ul></ul></ul><ul><ul><ul><li>Workflow is smooth and streamlined. </li></ul></ul></ul><ul><ul><li>Leveraged strategically throughout the organization. </li></ul></ul><ul><ul><ul><li>Customer information used to improve products, marketing, and operations. </li></ul></ul></ul><ul><ul><ul><li>Customer Service consolidates certain functions from other parts of the company (to free up other resources and build operational economies of scale). </li></ul></ul></ul><ul><ul><ul><li>Customer Service staff functions as a training center for the organization . </li></ul></ul></ul>From the Service Vision -- Satisfaction Research to help achieve….
  4. 4. Objectives <ul><li>Scaleable </li></ul><ul><ul><li>Build infrastructure to support ## calls/quarter by QXYY. </li></ul></ul><ul><ul><li>Develop 24x7 full service capacity by …. </li></ul></ul><ul><li>Effective </li></ul><ul><ul><li>Establish baseline satisfaction measure and a process for ongoing measurement by July 2009. </li></ul></ul><ul><ul><li>Achieve X% increase in satisfaction across all customer groups by…. </li></ul></ul><ul><ul><li>Consistently achieve strong service measures (see ‘Key Performance Indicators’ ) </li></ul></ul><ul><li>Efficient </li></ul><ul><ul><li>Achieve milestone cost per/contact (see “ Key Performance Indicators ”) </li></ul></ul>Here it is expressed more specifically in the department’s strategic objectives
  5. 5. Key Performance Indicators
  6. 6. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  7. 7. Survey Objectives <ul><li>Establish a baseline satisfaction metric (X% meets or exceeds expectations) </li></ul><ul><li>Inform satisfaction goal setting (Y% meets or exceeds expectations). </li></ul><ul><li>Build a foundation for on-going effectiveness performance tracking and management (for internal and external operations functions). </li></ul><ul><li>Identify key opportunities for service improvement. </li></ul><ul><li>Improve internal partnerships and support within XXXXX through transparency (shared 3rd party fact based information). </li></ul><ul><li>Determine how satisfaction varies by customer , contact type , region (west, Midwest, south, NE), contact channel (phone and email) </li></ul><ul><li>Assess call time expectations (perceived wait time, associated satisfaction) </li></ul><ul><li>Evaluate perceived phone system effectiveness (did call go through, busy, dropped, clarity, etc.) </li></ul>
  8. 8. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  9. 9. Overall Satisfaction <ul><li>Overall satisfaction is solid – 83% top 2 box. </li></ul><ul><li>Somewhat more dis-satisfaction among phone customers – 10% bottom 2 box (6% for email) </li></ul>
  10. 10. Customer Type Q 1,4 <ul><li>Distributors tended to express the lowest levels of satisfaction. </li></ul><ul><li>Insufficient sample size to draw conclusions for XXXXXXX and employees/representatives. </li></ul><ul><li>‘ Other’ category included mostly mis-categorized data. </li></ul>
  11. 11. Reason for Contact <ul><li>Customers calling to place an order had significantly higher levels of sat than those with problems (particularly true with email) </li></ul><ul><li>‘ Other’ category is fairly broad. </li></ul>Q 3,4
  12. 12. Frequency of Contact <ul><li>The more frequently the customer stated they contacted XXXXX, the lower the level of satisfaction they tended to have (especially true for phone customers) </li></ul>Q 5,4
  13. 13. Region <ul><li>Highest ratings among east coast accounts (despite some comments about not getting through in a.m.) </li></ul><ul><li>Sample size insignificant for outside US and National Accts. </li></ul><ul><li>(8 outside U.S.; 4 Nat’l Accts.) </li></ul>Q 2,4
  14. 14. Tools Q 15 <ul><li>When asked about: </li></ul><ul><ul><li>tools (which is the perception of process and technology) </li></ul></ul><ul><ul><li>resolution (perception of policy and process) </li></ul></ul><ul><ul><li>agents , </li></ul></ul><ul><li>tools garnered slightly lower scores. </li></ul>
  15. 15. Agent Service Q 30 <ul><li>Agents receive high marks – especially for friendliness </li></ul>
  16. 16. Reason by Customer Resolution <ul><li>Sample: This is a 2 level cross tab. Insufficient data to determine if there are any specific resolution areas to target. </li></ul>Q 1,3,4
  17. 17. Service Impact to Brand Q 31
  18. 18. Satisfaction & Opinion of Company <ul><li>Satisfaction with the interaction impacts perception of the company. </li></ul>
  19. 19. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  20. 20. Call Time Expectations Q 7,8 <ul><li>While only 10% of customers tried contacting during off hours, 90% of those tried previously on a in the morning on a business day. (call stats should show best opp. for alternative scheduling) </li></ul>
  21. 21. Call System Performance Q 9,10 “ Phone disconnected because I had been on hold for so long.” “ Billing question put on hold disconnected.”
  22. 22. Wait Time Q 11,12
  23. 23. Call Wait Time by Customer <ul><li>Distributors and XXXX customers have significantly higher levels of dis-satisfaction with call wait time than owners at XXXXXXXXX </li></ul>
  24. 24. Call Transfer Q 13,14 “ I always have difficulty being sent to the right person. I know you guys are just using an external answering service so please know that they are brutal at providing service and it is frustrating because they cannot answer any questions. I don't want to have to write all of this out but feel free to call and I will describe it to you.” “ It wasn't particularly bad, but I kept getting transferred to the wrong people. Once I had the right person everything was fine.” “ Sometimes I get connected directly to the rep and sometimes the operator just takes a message.”
  25. 25. Phone Service Suggestions (sample) <ul><li>Do you have any suggestions for how we might improve our phone customer service? </li></ul><ul><li>“ Have more people or cross train xxxx and yyyy or have an email order process set up.” </li></ul><ul><li>“ Increased the availability of the 1-800 number. Put it on the product.” </li></ul><ul><li>“ Invoice the cost of repair promptly” </li></ul><ul><li>“ I don't like the ‘screening’ process. I represent XXXX AND I SHOULD NOT BE SCREENED when I call in all the time. Sometimes I ask for the Billing dept. and people don't know what I am talking about.” </li></ul><ul><li>“ A rental unit was having a problem with the zzzz not connecting or staying connected. They were trying a month rental before making a purchase. When a rental unit is not working properly, people become very reluctant to spend $xxxx. I spoke with someone who did not seem very sympathetic, and suggested that the person should understand this is a rental that gets used a lot. Well, they plan to use the one they purchase a lot as well, and expect for the money spent the hoses will attach, they are also paying for the rental and expect it will work, I am not certain the person I spoke with understands that rentals are very, very important in sales.” </li></ul><ul><li>“ Maybe earlier hours to accommodate the East and Central time zones.” </li></ul>
  26. 26. <ul><li>Phone suggestions (continued)… </li></ul><ul><li>“ Telephone customer service people do not seem to have the knowledge necessary to help yyyyy users.” </li></ul><ul><li>“ In our rental unit I had no info on sending unit back. It was my understanding that they would call me to set up a return to them. Then we were gone over the holiday and you were closed. I finally got in touch to see when UPS would be picking up the unit. Finally I got some answers as to how you pick the unit up. They email me a RA for the unit. I also thought that this was going back the same way it came NEXT DAY. But it went back ground.” </li></ul><ul><li>“ Give the young lady who handled my problem a raise or at least a bonus. She went above what I feel she had to do to handled my problem.” </li></ul><ul><li>“ You can contact me if you have several major flaws in my opinion....i don't want to write a book on this survey....” </li></ul><ul><li>“ Communicate back with the customer if there is a problem with the order instead of the customer left wondering if the order is coming or not.” </li></ul>
  27. 27. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  28. 28. E-mail Acknowledgement & Response Q 20,21
  29. 29. Email Response Time Q 22,23
  30. 30. Email Satisfaction by Turnaround (Perception) <ul><li>Customer expectations appears to be receive a response within 2 business days….they are impressed by quicker turn around. </li></ul>Q 22,23
  31. 31. E-mail Resolution Q 24, 25 “ Been more knowledgeable re: the nature of my yyyyy problem and how XXXXX would be most effective. It was not effective in her situation so it ended up being a waste of money and I still have the same problem and have emailed my zzz as to what to do next.” “ In two recent dealings with customer service the response was initially prompt but they didn't address my problem. Resolving the actual issue took attempts on my part to re-contact.”
  32. 32. E-mail Service Suggestions <ul><li>“ My contact was not really one for technical support. We did end up calling for help twice to walk us through operating the device correctly and it was not great help initially. It was working and yyyy was quiet for the whole 20 minutes each time, but ooooo never wwwww.” </li></ul><ul><li>“ Having one point of contact for a distributor would be helpful. Currently we contact customer service and wait for someone to respond. Having an initial person to contact would be easier in that we know who to go to and who is responsible for handling our issues.” </li></ul><ul><li>“ On the billing end there needs to be more communication with sales reps about what things will help expedite the process.” </li></ul><ul><li>“ Auto-reply of email receipt and that someone will personally respond within 24 hours.” </li></ul>Q 27
  33. 33. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  34. 34. Opportunities <ul><li>Define customer focused services </li></ul><ul><ul><li>Decrease wait times for dealers and yyyyy customers. </li></ul></ul><ul><ul><li>Enhanced specialization or training for yyyyy. </li></ul></ul><ul><li>First call resolution (resolve issue at point of initial contact). </li></ul><ul><li>Extend service hours to earlier A.M. </li></ul><ul><li>Refine resolution processes*. </li></ul>* Don’t have a lot of data here due to small sample size.
  35. 35. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  36. 36. Other Learnings <ul><li>Customer data extract process was cumbersome. </li></ul><ul><li>Mailable record volume data was less than desired. Resulted in fewer responses than desired, limiting conclusions drawn at low levels of detail and under multiple cross tab scenarios. (i.e. satisfaction by customer by inquiry type). </li></ul><ul><li>Customer email bounce rate was significant*. </li></ul>* Estimated 5%
  37. 37. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  38. 38. Next Steps <ul><li>Revisit business strategy and plan </li></ul><ul><ul><li>Update with baseline sat. metrics and goals </li></ul></ul><ul><ul><li>Add action items to project plan </li></ul></ul><ul><li>Follow-up with customers requesting follow-up </li></ul><ul><ul><li>Q17 – 6 </li></ul></ul><ul><ul><ul><li>File: XXXXX Sat data - FINAL 7-07b.xls </li></ul></ul></ul><ul><ul><ul><li>Tab: FOLLOWUP!! </li></ul></ul></ul><ul><ul><li>Q29 -- 0 </li></ul></ul><ul><li>Notify and administer drawing ‘thank you’ gifts. </li></ul><ul><li>Follow-up on data integrity (bounces) </li></ul>
  39. 39. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  40. 41. <ul><li>Background – Satisfaction Links to Plan </li></ul><ul><li>Survey Objectives </li></ul><ul><li>Key Findings </li></ul><ul><ul><li>General </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><li>Opportunities </li></ul><ul><li>Other Learnings </li></ul><ul><li>Next Steps </li></ul><ul><li>Appendix A – Questionnaire </li></ul><ul><li>Appendix B – Survey Data </li></ul>
  41. 42. Survey Data Raw data and cross tab pivot tables XXXXX Sat data - FINAL 7-07b.xls Report out of answers to each question SurveySummary_07052009.xls