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OCMF evaluation
- 1. © Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Self-evaluation: HP, Inc. Social Support compared to Open Customer Metrics Framework OCMF High-Level Categories Customer Employee Business Knowledge/ Collaboration Acceleration How well are we meeting the needs of customers? How well are we meeting the needs of employees? How well are we meeting the needs of the business? How well are we capturing and re-using what we already know in our ecosystem? How well are we meeting the needs of the business? HPself-evaluationvsOCMF Current HP Metrics NPS, Task Completion, Customer Effort NA Cost per case, cost per resolution, Supports costs as a percent of total warranty costs Accepted Solutions NA Analysis Voice of the Customer surveys are in place on social support channels and are the primary measures used to evaluate social support operations and ROI We are not evaluating employee satisfaction and turnover today but could incorporate this into metrics We have extensive cost- based tracking and metrics and track time to first response and time to close a case (part of the of the post sales time to value) We measure accepted solutions on social channels and seek to share and reuse the best support content across all support channels, but we currently lack a metric Many of our current metrics are framed by other support channels to make social comparable. Measures Rationalization Program seems like most logical starting point for HP social care to implement OCMF Observations Our VoC surveys are susceptible to non-response bias, which could lead to an incomplete picture of social support and misguided actions Should metric extend to contract/partner employees as well as experts/volunteers on community forums? And/or is that part of the knowledge/collaboration category? HP focus on costs may sacrifice the bigger potential of customer relationship and services revenue. Customer time to value may be difficult to track in HP’s consumer environment, in particular before sale measure If implementing OCMF on a single support channel, like social, collaboration metric could help introduce framework to other channels If implementing OCMF on a single support channel, like social, a Measures Rationalization Program could help introduce framework to other channels Summary Overrepresented Gap Overrepresented Underrepresented Gap