Time to focus on the end user, how to systematically increase their customer satisfaction, and use metrics to drive this.

1. Join the conversation #ontour15
Customer satisfaction measurements
Hannah Price

2. Join the conversation #ontour15

3. Join the conversation #ontour15

4. Join the conversation #ontour15
Who is the customer?

5. Join the conversation #ontour15
Who is the customer?

6. Join the conversation #ontour15
Who is the customer?

7. Join the conversation #ontour15
Who is the customer?

8. Join the conversation #ontour15
Programme
Why Research
& results
Getting
to work

9. Join the conversation #ontour15
Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

10. Join the conversation #ontour15
Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

11. Join the conversation #ontour15
Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

12. Join the conversation #ontour15
Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

13. Join the conversation #ontour15
Programme
Why Research
& results
Getting
to work

14. Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Why Research
& results
Getting
to work

15. Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Specific customer contact about a
single service or topic
Particularly suitable for
implementations of specific projects,
such as a Self Service Desk
Why Research
& results
Getting
to work

16. Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Annual measurement
Experience of all services
All customers
Why Research
& results
Getting
to work

17. Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Feedback immediately after
supplying service
Service-specific
Customer effort score
Why Research
& results
Getting
to work

18. Join the conversation #ontour15
Periodic measurement
· Annual measurement
· Experience of all services
· All customers
TOPdesk Lite
Why Research
& results
Getting
to work
TOPdesk Professional 4
TOPdesk Professional 5
TOPdesk Enterprise 4
TOPdesk Enterprise 5
TOPdesk Saas
Which version of TOPdesk do you use?
Question 1
Question 1
To whom does your department/organisation provide support?
Citizens
Consumers
External customers
Internal Colleagues

19. Join the conversation #ontour15
Periodic measurement
Services
Reliability
Assurance
Responsiveness
Empathy
Tangibles
SERVQUAL
Why Research
& results
Getting
to work

20. Join the conversation #ontour15
Reliability
· Agreements made are always honoured by
employees.
· The service quality is the same with each
employee.
Why Research
& results
Getting
to work

21. Join the conversation #ontour15
Assurance
· The employees are skilled enough to answer
my questions.
· The employees are always willing to
help me.
Why Research
& results
Getting
to work

22. Join the conversation #ontour15
Responsiveness
· My matters are always processed quickly.
· I am always kept updated about the status
of my calls.
Why Research
& results
Getting
to work

23. Join the conversation #ontour15
Empathy
· Employees can put themselves in my shoes.
Why Research
& results
Getting
to work
Why Research
& results
Getting
to work

24. Join the conversation #ontour15
Tangibles
· It is clear to me which products and services
the department can supply.
· The verbal and written communication is
proper and professional.
Why Research
& results
Getting
to work

25. Join the conversation #ontour15
Periodic measurement results
0 1 2 3 4 5
Tangibles
Empathy
Assurance
Reliability
Responsiveness
Why Research
& results
Getting
to work

26. Join the conversation #ontour15
How do you approach this?
· Keep it simple
· Communicate the goal
· Timing is important
· An incentive helps
Why Research
& results
Getting
to work

27. Join the conversation #ontour15
Continuous measurement
1. Service is supplied
2. Email sent
3. Immediate feedback
Why Research
& results
Getting
to work

28. Join the conversation #ontour15
Continuous measurement
A lot of effort
Some
effort
Very little effort
Customer Effort Score
Why Research
& results
Getting
to work

29. Join the conversation #ontour15
Continuous measurement results
· Specific information per service
· Specific information per process
Network - Printers
Coffee machines
Calls – information required from customer
Reservations created via the Self Service Desk
Why Research
& results
Getting
to work

30. Join the conversation #ontour15
Programme
Why
Research
& results
Getting
to work

31. Join the conversation #ontour15
Communicate your results
Why Research
& results
Getting
to work
Reliability
Responsiveness
Assurance
Empathy
Tangibles

32. Join the conversation #ontour15
Communicate your results
Why Research
& results
Getting
to work

33. Join the conversation #ontour15
Quick wins
Why Research
& results
Getting
to work

34. Join the conversation #ontour15
Formulate complex changes
Why Research
& results
Getting
to work

35. Join the conversation #ontour15
Customer satisfaction measurements: your
starting point
Why Research
& results
Getting
to work

36. Join the conversation #ontour15

37. Join the conversation #ontour15
View this presentation online
www.slideshare.net/TOPdesk
Hannah Price
h.price@topdesk.com