Customer
Satisfaction
Q1 2014
Management Team Meeting
May 19, 2014
Front Desk Agent
Mandarin Oriental Miami
CSI Process: What we have learned Q1 2014?
What is working
• New 11 point scale
• More meaningful data to all departments
...
Measuring Customer Satisfaction
Customer Satisfaction Index (CSI)
If all respondents are …
Promoters, score of 100
Passive...
CSI: What is the Scale in 2014?
Promoters
(10 + 9 + 8)
Detractors
(2 + 1 + 0)
40
20
40
Old Scale 1 - 5
Promoters
Passive
D...
What We Measured – 2014
Participants
for Q1 2014
% Responded
for Q1 2014
Participants
for Q2 2014
% Responded
for Q2 2014
...
Company Perception
CSI Overview
Professional Conduct 64.3
Company Values 47.6
Partnership 52.4
Innovation 21.4
Would you r...
Company Perception
Year over year
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScor...
Company Perception
CSI by year and quarter
Q1 Q2 Q3 Q4
2012 51.2 36.2 68.2 57.2
2013 53.8 49.2 65.5 61.2
2014
New Scale
40...
Global Support Cases Closed < 2 Days
CSI Overview
Professional Conduct 78.2
Commitment 70.1
Knowledge 73.9
Process 70.1
Wo...
Average 79.1
Global Support Cases Closed < 2 Days
CSI Year over Year
Promoters
Neutral
Detractors
-100
-80
-60
-40
-20
0
2...
Global Support Cases Closed < 2 Days
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2013 81.3 77.8 81.7 75.7
2014
New...
Global Support Cases Closed > 2 Days
CSI Overview
Professional Conduct 76.6
Commitment 52.3
Knowledge 53.1
Process 53.3
Wo...
Global Support Cases Closed > 2 Days
CSI Year over Year
Average 53.2 Average 57.4
Promoters
Neutral
Detractors
-100
-80
-6...
Global Support > 2 Days average
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 80.0 70.7 59.6 59.6
2013 64.7 69....
Implementation
CSI Overview
Planning 66.7
Performance 80.0
Professional Conduct 100
Training 66.7
Would you recommend 46.7...
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 60.1 Average 92.2
Implem...
Implementation
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 72.0 80.0 28.3 60.0
2013 100 95.6 83.1 90.0
2014
N...
Account Management
CSI Overview
Professional Conduct 69.1
Solutions 49.2
Knowledge 45.1
Partnership 49.3
Would you recomme...
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 79.3 Average 48.2
Accoun...
Account Management
CSI quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 65.0 85.2 80.9 86.0
2013 66.3 66.3 33.8 25.9
2014
Ne...
Sales
CSI Overview
Professional Conduct 80.8
Demonstrated Functionality 69.3
Proposition Value 65.4
Process timing 65.4
Wo...
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 68.7 Average 61.7
Sales
...
Sales
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 52.0 61.0 82.8 60.0
2013 69.5 76.9 51.3 90.0
2014
New Scale...
Product
CSI Overview
Working Correctly 46.2
System Functionality 38.5
Performance 38.5
on track UD/UG 65.4
Would you recom...
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 46.0 Average 34.0
Produc...
Product
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 38.0 47.3 50.5 48.3
2013 - 5.0 42.3 53.3 45.3
2014
New Sc...
CSI: Shout Outs for Q1 2014
Don Tenney is
always a pleasure
to deal with. Thank
him for me!
David even sent
instructions f...
CSI: Call to Action for Q2 2014
What we can do together
• Constant Contact with our Customers
Find a reason to reach out a...
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Customer Satisfaction PowerPoint

  1. 1. Customer Satisfaction Q1 2014 Management Team Meeting May 19, 2014 Front Desk Agent Mandarin Oriental Miami
  2. 2. CSI Process: What we have learned Q1 2014? What is working • New 11 point scale • More meaningful data to all departments • Collecting and summarizing data • 55 different types of surveys per quarter • Listening to our Customer What can improve • Not conveying the “How to” to improve CSI scores • Breaking down what CSI means: moving from numbers to meaning • Identifying Promoters, Passives, and Detractors in SFDC
  3. 3. Measuring Customer Satisfaction Customer Satisfaction Index (CSI) If all respondents are … Promoters, score of 100 Passives, score of 0 Detractors, score of -100 New 0-10 scale classifications Calculating CSI - = Promoters Detractors CSI Score 10 8 7 3 2 0 Promoters. They love us Passives. They like us, but probably won’t recommend us. Aren’t loyal Detractors. Negative attitudes.
  4. 4. CSI: What is the Scale in 2014? Promoters (10 + 9 + 8) Detractors (2 + 1 + 0) 40 20 40 Old Scale 1 - 5 Promoters Passive Detractors 27 46 27 New Scale 0-10 Promoters Passive Detractors CSI score = (10 + 9 + 8) – (2 + 1 + 0)
  5. 5. What We Measured – 2014 Participants for Q1 2014 % Responded for Q1 2014 Participants for Q2 2014 % Responded for Q2 2014 Participants for Q3 2014 % Responded for Q3 2014 Participants for Q4 2014 % Responded for Q4 2014 Product 52 25.0 Sales 113 23.0 Account Management 490 14.5 Implementation 47 31.9 Global Support 2,424 7.6 ATRIO Support 17 23.5 Company Performance 166 25.3 Totals 3,309 10.8
  6. 6. Company Perception CSI Overview Professional Conduct 64.3 Company Values 47.6 Partnership 52.4 Innovation 21.4 Would you recommend 16.4 40.5 Promoters Passives Detractors What we see - Majority of customers are promoters - Lagging in innovation (21.4) and propensity to recommend the company (16.4) Company Action Steps - Make our innovation known - Crank up the Intensity value - Get to know our customers as a partners
  7. 7. Company Perception Year over year -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore Average 53.2 Average 57.4 Promoters Neutral Detractors
  8. 8. Company Perception CSI by year and quarter Q1 Q2 Q3 Q4 2012 51.2 36.2 68.2 57.2 2013 53.8 49.2 65.5 61.2 2014 New Scale 40.5 ? ? ?
  9. 9. Global Support Cases Closed < 2 Days CSI Overview Professional Conduct 78.2 Commitment 70.1 Knowledge 73.9 Process 70.1 Would you recommend 55.9 69.7 Promoters Passives Detractors What we see - Majority of customers are promoters - Our customers like our people - Consistently one of the highest scoring survey Department Action Steps - Keep the helpful attitude - Develop a WOW factor - Thank each customer for using PSMS
  10. 10. Average 79.1 Global Support Cases Closed < 2 Days CSI Year over Year Promoters Neutral Detractors -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 2013 2014 CSIScore
  11. 11. Global Support Cases Closed < 2 Days CSI score quarter by quarter comparison Q1 Q2 Q3 Q4 2013 81.3 77.8 81.7 75.7 2014 New Scale 69.7 ? ? ?
  12. 12. Global Support Cases Closed > 2 Days CSI Overview Professional Conduct 76.6 Commitment 52.3 Knowledge 53.1 Process 53.3 Would you recommend 33.6 53.8 Promoters Passives Detractors What we see - Majority of customers are promoters -Our customers like us resolving their issues faster - Our customers want to know the status of their issues Department Action Steps - Keep the helpful attitude - Commit to following through - Speed up the process - Over communicate
  13. 13. Global Support Cases Closed > 2 Days CSI Year over Year Average 53.2 Average 57.4 Promoters Neutral Detractors -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore
  14. 14. Global Support > 2 Days average CSI score quarter by quarter comparison Q1 Q2 Q3 Q4 2012 80.0 70.7 59.6 59.6 2013 64.7 69.8 75.2 75.2 2014 New Scale 53.8 ? ? ?
  15. 15. Implementation CSI Overview Planning 66.7 Performance 80.0 Professional Conduct 100 Training 66.7 Would you recommend 46.7 72.0 Promoters Passives Detractors What we see - Majority of customers are promoters -Consistently one of the highest scoring survey - Our customers like our people Department Action Steps - Fine tune planning process to improve the coordination of all parties internally and externally -Understand how our performance influences the customers sense of completion
  16. 16. -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore Average 60.1 Average 92.2 Implementation CSI Year over Year Promoters Neutral Detractors
  17. 17. Implementation CSI score quarter by quarter comparison Q1 Q2 Q3 Q4 2012 72.0 80.0 28.3 60.0 2013 100 95.6 83.1 90.0 2014 New Scale 72.0 ? ? ?
  18. 18. Account Management CSI Overview Professional Conduct 69.1 Solutions 49.2 Knowledge 45.1 Partnership 49.3 Would you recommend 49.3 52.4 Promoters Passives Detractors What we see - Professionalism -Improved out reach to customers - Good relationships when established - Communication is the key to Satisfaction Department Action Steps - Get to know your properties future plans to develop a partnership -Deepen product knowledge to provide solutions quickly -Update contacts and contact roles - Find a reason to connect with contacts
  19. 19. -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore Average 79.3 Average 48.2 Account Management CSI Year over Year Promoters Neutral Detractors
  20. 20. Account Management CSI quarter by quarter comparison Q1 Q2 Q3 Q4 2012 65.0 85.2 80.9 86.0 2013 66.3 66.3 33.8 25.9 2014 New Scale 52.4 ? ? ?
  21. 21. Sales CSI Overview Professional Conduct 80.8 Demonstrated Functionality 69.3 Proposition Value 65.4 Process timing 65.4 Would you recommend 50.0 66.2 Promoters Passives Detractors What we see - Professionalism - Responsiveness to needs - Majority of customers are promoters Department Action Steps -Deepen product knowledge -Demonstrate the value of owning our products - Simply the process
  22. 22. -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore Average 68.7 Average 61.7 Sales CSI Year over Year Promoters Neutral Detractors
  23. 23. Sales CSI score quarter by quarter comparison Q1 Q2 Q3 Q4 2012 52.0 61.0 82.8 60.0 2013 69.5 76.9 51.3 90.0 2014 New Scale 66.2 ? ? ?
  24. 24. Product CSI Overview Working Correctly 46.2 System Functionality 38.5 Performance 38.5 on track UD/UG 65.4 Would you recommend 50.0 40.0 Promoters Passives Detractors What we see - Good release and upgrade cycle - A majority of customers are passive about our products Department Action Steps - Educate us about the product - Communicate to us about the product
  25. 25. -100 -80 -60 -40 -20 0 20 40 60 80 100 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 2012 2013 2014 CSIScore Average 46.0 Average 34.0 Product CSI Year over Year Promoters Neutral Detractors
  26. 26. Product CSI score quarter by quarter comparison Q1 Q2 Q3 Q4 2012 38.0 47.3 50.5 48.3 2013 - 5.0 42.3 53.3 45.3 2014 New Scale 40.0 ? ? ?
  27. 27. CSI: Shout Outs for Q1 2014 Don Tenney is always a pleasure to deal with. Thank him for me! David even sent instructions for us to use in the future - that was greatly appreciated I'd like to recognize Kiara Sexton for her prompt reply and commitment to resolve my problem in a timely manner. Andy Au is absolutely fantastic. he always replies to me immediately and takes ownership of the problem Catherine’s guidance was perfect Richard always provides efficient service. Very Helpful and courteous I absolutely love speaking with Wayne, Toya, Shannon, Alphonso and Don! Great Team !! Victor was great at assisting us for our upgrade
  28. 28. CSI: Call to Action for Q2 2014 What we can do together • Constant Contact with our Customers Find a reason to reach out and get to know our customers CSI Reason: Our highest CSI numbers come from are our people • Shepherd Program New Installs will get a welcome program CSI Reason: Directly from a Customer Comment • Product Launch Program Generate excitement, awareness, and educate both internally and externally about our new products and releases CSI Reason: Low innovation and “would you recommend” results • Analyze and Quantify the Customer Comments John Scrugham CSI Reason: We have the data

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