This document discusses managing service delivery improvement. It contains learning outcomes related to analyzing feedback from stakeholders, identifying reasons for client dissatisfaction, analyzing client needs and expectations, and developing plans to improve service delivery. The document also discusses common causes of poor service delivery in South Africa, how the Batho Pele principles can help address these issues, measuring customer satisfaction, and setting performance standards.

1. US ID: 120306
NQF Level: 6
Credits: 8
MANAGE SERVICE DELIVERY IMPROVEMENT

2. Learning Outcomes
• Feedback from stakeholders regarding problems of service delivery is collated and
analysed according to categories.
• Reasons for and sources of client dissatisfaction are described using case studies.
• The nature of problems, needs and expectations of clients is analysed using case
studies.
• Existing service delivery standards/levels are identified and described according to
relevant organisational policy.
• Measures to rectify service delivery failures are identified and described with
examples.
• Plans for the improvement of service delivery are devised and necessary resources
are allocated according to departmental/organizational policies and procedures.
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3. 6/21/2023 3

4. Main
CAUSES OF
SERVICE
DELIVERY
PROBLEMS
FACE THE
SOUTH
AFRICAN
PUBLIC
SECTOR?
• The degree of corruption,
• Institutional capacity constraints
relating to appropriate skills and
staff,
• Lack of transparency,
• Dysfunctional citizen rep
committees,
• Lack of accountability by public
officials,
• Lack of public participation in
issues of governance,
• Failure to comply with policies,
legislation and plans
• Financial difficulties,
• And ineffective strategic
management.
2023/06/21
A Strategic Business Unit (SBU) of Fachs Group offering Corporate Training in:
Leadership, Management & Personal Mastery I Governance, Risk & Compliance I Financial & Supply Chain Management I Business Skills I Technology Skills I Indu
4

5. HOW CAN THE BATHO PELE
PRINCIPLES HELP ADDRESS
OR REDUCE THE ABOVE
CAUSES
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6. Customer
Expectatio
ns
Customers:
• Expect the core service to meet their needs for
quality
• Expect polite treatment at all times – even when
they are being difficult
• Need to see attention is being paid to their
requests
• Want to feel their needs are important
• Do not want to hear “No” or “I do not know”
• Want to feel secure in the knowledge that you
have all the answers and solutions

7. Customers
Expectations
continued
Customers:
• Want mistakes admitted to and rectified
• Expect promises that are made to be
honoured
• Expect to be treated with respect
• Need to have time given to them for
explanations
• Need to know when a problem arises
• Expect you to know about your job and your
company
• Expect you to be able to answer questions
• Expect you to find solutions to their problems.

8. How to
measure
customer
satisfaction
A Strategic Business Unit (SBU) of Fachs Group offering Corporate Training in:
Leadership, Management & Personal Mastery I Governance, Risk & Compliance I Financial & Supply Chain Management I Business Skills I Technology Skills I Indu

9. Satisfaction
Measurement
While tracking traditional metrics that show supply
chain effectiveness will give you a good idea of
how well you’re treating your customers, you need
to go further to continually enhance your customer
satisfaction.
How many new customers are coming in every day?
How much is every individual customer worth to you?
What are the 5 most common reasons for a customer to
leave you?
What areas of your business receive the most
complaints?
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A Strategic Business Unit (SBU) of Fachs Group offering Corporate Training in:
Leadership, Management & Personal Mastery I Governance, Risk & Compliance I Financial & Supply Chain Management I Business Skills I Technology Skills I Indu
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10. Customer Satisfaction
Score (CSAT score)
CSAT measures the level of satisfaction or
dissatisfaction with your product or service.
Usually, customers rate their satisfaction on a
scale of 1-3, 1-5, or 1-7. CSAT score is the
percentage number of satisfied customers who
enjoy using your products and services.
They are likely to continue buying your offerings in
the future as well.
The CSAT score can be an excellent metric for
forecasting sales and making smart decisions.
2023/06/21
A Strategic Business Unit (SBU) of Fachs Group offering Corporate Training in:
Leadership, Management & Personal Mastery I Governance, Risk & Compliance I Financial & Supply Chain Management I Business Skills I Technology Skills I Indu
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11. Customer Effort Score
(CES)
Like CSAT, CES works on customers’ ratings on the ease of
operation or experience. It indicates if your users had a
smooth, hassle-free experience at various touchpoints of
their journey.
For instance, you can use the below questions to calculate
CES.
How easy was it to locate our offices?
How easy was it to operate our app?
How easy was it to connect with our customer service staff?
How easy was it to find the documentation you needed?
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A Strategic Business Unit (SBU) of Fachs Group offering Corporate Training in:
Leadership, Management & Personal Mastery I Governance, Risk & Compliance I Financial & Supply Chain Management I Business Skills I Technology Skills I Indu
11

12. Net Promoter
Score® (NPS)
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NPS measures customer
loyalty by asking the question,
‘Based on your complete
experience with the
organization, how likely are
you to recommend it to your
friends and colleagues?’
Net promoter score surveys
can be distributed at various
customer journey touchpoints.
Based on the score at each
point, you can identify
improvement areas.
For example, the Net promoter
score of 5 for the customer
support team means the users
had a poor experience.
They are not likely to
recommend your business to
others. Thus, it can be an
active area for the
management team to ensure
their relationship with the
users doesn’t end.

13. Surveys
You have many options to deliver your surveys.
You can email surveys to your customers, or
use apps like survey monkey and send them
via short messaging service (SMS), etc.
These options ensure a healthy survey
response rate, as these can be taken
anywhere and anytime.
SMS surveys get a 7.5 times higher response
than email surveys.
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14. Other Customer
Satisfaction
Metrics
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Operational data / o-data e.g Sales Volume &
Experience data. (X–data) provides the context
for how customers have actually experienced the
service
Overall resolution rate
Average turnaround period
Social media and general media sentiment
monitoring

15. Performance
Standards
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A performance standard is a management-
approved expression of the performance
threshold(s), requirement(s), or expectation(s)
that must be met to be appraised at a particular
level of performance.
The following types of measures must be
included in performance standards to ensure
adequate performance assessment: quantity,
quality, timeliness, cost effectiveness and/or
manner of performance.
Job tasks will include at least one and, in many
cases, a combination of these types of
measures.