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C-SAT Improvement plan Feedback Consulting

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Flow of presentation Objective- CSAT improvement Subcomponents Service Quality Stakeholders Success criteria Perceived Gap analysis of Management Employees Current metrics Quality qualityService process New metrics Vendors/ others control and time lines Tracking – meetings, milestones

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4.5HERE’S THE MATH! 4 4 3.5 3 3Acc num CSAT Total Frequency 1 5.6 7 2.5 2 3.2 7 2 3 4.4 7 1.5 4 6.1 7 1 1 1 1 5 5.2 7 6 4.6 7 0.5 0 0 0 7 4.8 7 0 8 5.5 7 0-1 1-2 2-3 3-4 4-5 5-6 6-7 More 9 2.1 7 Sat scores as of now 10 4.6 7 Mean =4.61, standard deviation= 1.2 0.400What are the current chances ofimproving scores minus other 0.350improvements ? 0.300 0.250 0.200 0.150 0.100 0.050 0.000 2.38 2.57 4.85 1.05 1.24 1.43 1.62 1.81 2.19 2.76 2.95 3.14 3.33 3.52 3.71 4.09 4.28 4.47 4.66 5.04 5.23 5.42 5.61 5.99 6.18 6.37 6.56 6.75 6.94 3.9 5.8 2 Series1 Area > Target score

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How do we improve? Word -of-mouth Requirements Past experience communications Customer Expected service (customer interaction ) Phase 1 GAP 5 Perceived service ( CS staff interaction) Phase 2 Service delivery (including External communications pre- and post-contacts) CS staff and back end support to consumers (marcom) GAP 1 GAP 3 GAP 4 Translation of perceptions into service quality specifications- SLAs (management) GAP 2Provider Phase 3 Management perceptions of consumer expectations ∑ Gaps = area of opportunity

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What do we do all these gaps? Big list of gaps Plug in Resources Service process Customer output No Economic Tools Technological Corrective Monitor action performance Legal Metrics Communications Yes Non Training Identify reason conformance?

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Stakeholders and communication plan Management sign off on deliverables and SPOC assignment Kickoff Customer services employees touch •Phase 1 meeting point •Phase 3 meeting •Meeting agenda •Meeting Agenda •Phase 2 meeting •Expected deliverable •Deliverable and action •Meeting agenda item discussion •Expected deliverable Management touch Customer touch point point Finalize • Action items • Meeting notes Communication • Plan for respective Progress Stake holder departments report report • Information on milestones Report Tracking failure • Communication distribution points Process protocols start • Signoff

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Stakeholders and communication plan – meetingsTopic Customers CS employees ManagementFrequency of meetings Post a milestone Weekly Weekly / bi weekly depending on availabilityMeeting Agenda 1. Service quality dimensions 1. Current service quality 1. Over view of customer identification dimensions identification perceptions and pain points 2. Expected service 2. Perception of service 2. Over view of employee 3. Perceived service 3. Pain points of customer perception and pain points 4. Tangible pain points issues ( according to CS) 3. Understanding what are the 5. Parameters on which they 4. Reliance on different groups, fiscally important will rate service services process flow boundaries for management 6. Weightings of each 5. Reasons for non 4. Reasons for non parameter conformance – conformance – over view understanding symptoms and solution 6. Action plan for a weekly 5. Sign off on action plans basis 6. Sign off on expected 7. Communication to all allied deadlines parties 7. Communication to stake holdersExpected Outcome 1. Clearly understand gap 5 1. Bring customer expectation 1. Bridge gap 1 2. Set a benchmark metric for and internal metrics on 2. Bring awareness of future delivery of services same page bottlenecks 2. Identify bottlenecks to 3. Get a sign off on direction of delivery progress

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Program management plan Div Resource Process Tools Customer output A Analysts Methodol technolog Analysis ogy y Initiation B CRM Methodol CRM tools Resolutio employee ogy n etc CSAT score s improveme Planning C S/w Waterfall Tracking Sign off nt engineers model s/w on delivered project Weekly meetings Monitor Communicate outcomes metrics Communicate Drive/ escalate as needed

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Key Milestones

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Thank You