Do you know what level of service your analysts are providing? How do you know which analysts could benefit from coaching? How do you know which analysts deserve praise? The HDI Customer Satisfaction Index (CSI) Service collects this essential information and makes it available in an easy-to-read report. Having this detailed information at your fingertips enables you to spend time with your team on the issues that matter the most. Tailor one-on-one coaching sessions to improve performance, or give timely praise to keep your staff motivated! Register for the next live product demo to learn more about why the HDI CSI Service is vital to the success of your organization. Register at: https://www.thinkhdi-csi.com/RegisterForDemo.aspx.

1. © HDI 2013. All Rights Reserved
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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.
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CSAT 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…
0% 10% 20% 30% 40% 50% 60%
Higher Ed
Retail*
Software
Outsourced
Manufacturing
Financial Svcs
Government
Healthcare
Insurance
Percentage with "very satisfied" customers
Percentage with "very
satisfied" customers
*includes Food and Beverage
Based on the HDI 2012 Practices & Salary Report
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4. © HDI 2013. All Rights Reserved
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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.
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5. © HDI 2013. All Rights Reserved
Customer Satisfaction Index
Demo
Presented by
Rachel Leonhart
Account Manager, HDI CSI Service
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6. © HDI 2013. All Rights Reserved
What is CSI?
In a nutshell…
CSI is a web-based software-as-a-service product that enables
support centers to:
• Survey customers about their satisfaction
• Trend and benchmark results against internal goals as well as
other CSI subscribers in the your industry and overall
• Monitor analyst performance
CSI answers these important questions:
• Are your customers satisfied with your services?
• How do your customer satisfaction ratings compare to others
in your industry?
• Which analysts are your top performers?
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7. © HDI 2013. All Rights Reserved
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
Measure, Trend, and Benchmark
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Benchmarking Made Easy
• Transforms CSAT from just-a-metric to a KPI!
• Compare your results against four different benchmarks
• Real-time indexing gives you the most up-to-date information
• Results for individual subscribers are kept private
49% of support centers
who measure customer
satisfaction levels are at
very satisfied. How do
you measure up?
The HDI 2012 Practices & Salary Report
www.thinkhdi.com
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Vital Statistics
• Dashboard displays vital
survey statistics
• Quickly retrieve your survey
numbers & response rates
• Check out report statistics
at a support center or
organization level
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• Can be viewed on demand or scheduled for delivery
• Reports are easy-to-read and distribute
• Reports include trending graphs
• Reports are easily exported
Robust Reporting
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Monitor Agent Performance
• See customer satisfaction results for all agents at a glance
• Drill-down into results for each agent by month.
• Get the data you need to motivate agents and improve performance!
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Control Your Sampling
• Easily calculate your sampling percentage
• Set your own desired sampling percentage
• Control the number of surveys that are delivered per day and per user
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• Easily set the alert parameters
• Designate one or more recipients to receive alerts by email
• Alert notifications are sent when survey responses meet defined criteria
• Alerts notification are sent in real-time when survey responses are received
Powerful Alerts
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• Accurate customer satisfaction measurements are important
• Some challenges, customers may fill out incorrectly or accidentally
select negative rather than positive
• Enable survey amendment feature, allows customers to resubmit survey
within a certain timeframe that you set
Survey Amendment
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• Tested and proven validity of five standard questions for benchmarking
• Response scale tested and modified for clarity
• 25-30% average response rate
• Survey is short and conveniently
web-based
Optimized Survey Design
HDI CSI Questions:
1. The courtesy of the analyst?
2. The technical skills/knowledge of the
analyst?
3. The timeliness of the service provided?
4. The quality of the service provided?
5. The overall service experience?
Plus up to TWO custom questions per group!
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• Add up to two custom questions per support center
• Can track on additional agent info, incident, or other metrics
Custom Questions
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• Measures customer loyalty
Net Promoter Score (NPS)
• Measures customer experience
Customer Effort Score (CES)
Additional CSAT Metrics

17. © HDI 2013. All Rights Reserved
Easy to Set Up
Works seamlessly with most incident
systems, contact me for system-specific info
Requires no new software and little ongoing
maintenance
Step 1 Complete your Company Profile
Step 2 Add Your Contact or Support Centers
Customize preferences (optional)
Step 3 Configure Ticketing System
CSI can be configured in
as little as 30 minutes!
On average, most
subscribers take about
a week to complete the
setup and learn the
system.
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18. © HDI 2013. All Rights Reserved
Simple Configuration
• Client’s ticketing system administrator creates a basic XML email
notification to be sent when tickets are closed.
• Ticket data is mapped to the XML fields.
To: CSI System
From: Client Ticketing System
Fields:
*Support Center ID
*Incident ID
*Customer’s Email Address
*Date ticket was closed
First Name
Last Name
Description
Agent Name
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Simple Configuration
• Can also report on:
-another agent
-org code
-call types
-location
-language

19. © HDI 2013. All Rights Reserved
Ticketing System
After a ticket is
resolved, the XML
email is sent to CSI
through automation
CSI
Encrypts your data
and selects closed
tickets to be
surveyed (based on
your preferences)
CSI
Sends a survey
request by email to
selected customers
CSI
Survey recipient
accesses online
survey through link
in email
Privacy & Workflow
• Your data is encrypted in a secure server environment
• Controls determine how often someone is surveyed through
account settings
• Full-featured opt-out function, allows customers to opt-out from
survey – you don’t have to manage your opt-outs!
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20. © HDI 2013. All Rights Reserved
Pricing
Includes:
• One year subscription to the HDI Customer
Satisfaction Index Service
• Unlimited user licenses/web login accounts
• 50 support centers/reporting groups
• Web training sessions for you and your team
• One-on-one attention from a dedicated
account manager to assist with training,
technical inquiries, integration, or questions
Purchase or Upgrade to HDI Professional Membership
to Take Advantage of Member Pricing!
Just $495 per year
HDI Professional
Members and above
Member price -
$2,995 per year
Other Membership
Levels and non-
Members
List price - $3,495 per
year
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21. © HDI 2013. All Rights Reserved
Free Three Month Trial
Go to
www.thinkhdi.com/csi
Click
“Try It Free”
button
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For More Details
Rachel Leonhart
Toll-free: 800.248.5667
Direct: 719.955.8153
rleonhart@thinkhdi.com
Follow us on Twitter: HDI_CSI
Connect with me on Facebook/LinkedIn: Rachel Leonhart
#HDI_CSI
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