Tool to Meet Your Support Goals (Jan 2014 HDI CSI Webinar)

#HDI_CSI

Did You Know…
HDI is the leading professional association and certification body for
technical service and support professionals. Facilitating
collaboration and networking, HDI hosts industry conferences and
events, produces comprehensive publications and research, and
connects solution providers with practitioners, all while certifying
and training thousands of professionals each year.

Audio Dial-in: (866) 740-1260 Access code: 785-5353 #
© HDI 2013. All Rights Reserved

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Customer Satisfaction Metrics
Want to talk about other customer satisfaction
survey methods? Contact me for more
information on:
NPS – Net Promoter Score
• Measures customer loyalty
• NPS asks the question, “How likely are you to
recommend us to a friend or colleague?”

CES – Customer Effort Score
• Measures the customer experience
• CES asks the question, “How much effort did
you personally have to put forth to handle
your request?”

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Did You Know…
Percentage with "very satisfied" customers
Insurance
Healthcare
Government
Financial Svcs
Manufacturing
Outsourced
Software
Retail*
Higher Ed

Percentage with "very
satisfied" customers
*includes Food and Beverage

0%

10% 20% 30% 40% 50% 60%

Based on the HDI 2012 Practices & Salary Report


#HDI_CSI

Language Support
Global presence? No problem. The HDI CSI
Service currently supports 27 different
languages for survey delivery.
Contact me for a listing of languages, or visit
http://www.thinkhdi-csi.com/About.aspx to
send yourself a sample survey in the desired
language.


#HDI_CSI

Tools to Meet Your Support
Goals
Presented by
Tom Lewis
HDI Customer Care Manager

#HDI_CSI

Who am I?
• Local chapter officer for 10 years
– Served as Librarian, Webmaster, and
President

• 31 years in IT, 25 years in IT Service and
Support field
– Programmer, Mainframe Operations
Manager, Help Desk, Training, Project &
Asset Management

• Loves any form of hockey
• Hiking
• Restoring our house built in 1894


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Do You Have a CSAT Program?
Placeholder slide for poll question


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Why Set Goals
But I already have support goals!
• Having customer satisfaction goals and a
plan for those goals is just as important as
having company goals
• Can only manage what we measure – if no
specific goals for customer satisfaction,
how do you manage it?
• Tells you where you are today vs. where
you are going to be tomorrow

Where am I
today?

Where do I want
to be tomorrow?
Ask Yourself…
What’s my CSAT level now?
Where do I want it to be?


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Do You Have CSAT Goals?


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What Kind of Goals do you Have?


#HDI_CSI

CSAT Goals Look Like
Company

Individual

Department

• CSAT goals must have Individual goals, department goals &
company goals
• Also must align with business goals and mission and vision
• Check your ROI – what does poor customer satisfaction cost you?

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Goals
Company
• HDI’s company goals
• Increase customer satisfaction
Department
• Tom’s department goals
• Immediate customer response
• VOC
Individual
• Tom’s individual goals (for agents)
• To improve agents


#HDI_CSI

CSAT Goals Look Like…
•
•
•
•
•
•

List out all issues/problems
Optimize your collection methods
Have timeframes attached
Have a plan in place for follow-up
Know how to act on the feedback and DO IT!
Publish your actions


#HDI_CSI

ROI
IMPORTANT
• Decide what you will and will not
measure
• Also what you will and will not fix or
change
Are you making changes because of the
squeaky wheel?

Or is there a true business reason and data
behind it?

Focus on the volume of complaints vs. time and cost it takes to fix

#HDI_CSI

Feedback from Customers
• Alerts
– Make sure you have a way to get immediate feedback
• Negative
• Positive

– Follow-up to those alerts
• Customer
• Agent

– Change Management


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Technology
• Use technology to help you get there
• It’s not the technology, it’s how you use it
• Select a tool that fits your goals and your
needs, not the other way around

If you need help selecting a tool, check out the HDI Buyer’s Guide

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Check Your Stats
• Quickly know your survey
numbers & response rates
• Check your statistics
at agent, support center,
and organization level


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Reporting
• Have easy access to your reports
• Make sure they are easy-to-read and distribute


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Control Your Sampling
• Set sampling percentages based on the response rate you eventually want
to achieve
• Control the number of surveys that are delivered per day and per user
• Consider targeting your surveying to certain groups in your organization


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Immediate Alerts
• Get alerted for both negative AND positive feedback
• Ask yourself: What actions am I taking on the feedback I receive?


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Survey Amendment
• Accurate customer satisfaction measurements are important
• Some challenges, customers may fill out incorrectly or accidentally
select negative rather than positive
• Allows customers to resubmit survey within a certain timeframe


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Questions
• What questions am I asking?
• It’s very easy to ask certain questions and get an answer you want
• Make sure collecting feedback in an
impartial way
• Focus on the feedback, your meat
& potatoes
Questions:
1.
2.
3.
4.
5.

Courtesy
Technical skills/knowledge
Timeliness
Quality
Overall service experience


#HDI_CSI

Additional CSAT Metrics
• Choose metrics based on the goals you’ve set
• The question we added to our standard ones was “How difficult is it to
deal with HDI?”
Additional CSAT Metrics
Net Promoter Score (NPS)
• Measures customer loyalty
Customer Effort Score (CES)
• Measures customer experience


#HDI_CSI

Data to Collect
What data should I collect?
Department or support group
Incident or Request ID
Customer’s Email Address
Date ticket was closed
Customer First Name
Customer Last Name
Incident/Request Description
Agent or Technician Name
Additional agents or technicians involved in
ticket
Call types or categories
Locations
Languages (if global support or international)
Additional CSAT metric scores

Simple Configuration


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Measure, Trend, and Benchmark
HDI teamed up with 47 technical support
practitioners and customer satisfaction
experts to develop a tool to help support
center managers to MEASURE, TREND, and
BENCHMARK the satisfaction with their
support centers from the customer’s
perspective.

The Solution?

HDI Customer Satisfaction
Index Service

Benchmark
Statistics
Reports
Sampling
Alerts
Validated
Easy Setup
Secure


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Free Three Month Trial

Go to
www.thinkhdi.com/csi
Click
“Try It Free”
button

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For More Details
Tom Lewis
Toll-free: 800.248.5667
Direct: 719.955.8117
tom.lewis@ubm.com
Rachel Leonhart
Toll-free: 800.248.5667
Direct: 719.955.8153
rleonhart@thinkhdi.com


Tool to Meet Your Support Goals (Jan 2014 HDI CSI Webinar)

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