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C-SAT Improvement plan
    Feedback Consulting
Flow of presentation

                                                     Objective- CSAT
                                                      improvement



                                            Subcomponents



          Service Quality                        Stakeholders                               Success criteria



  Perceived         Gap analysis of
                                        Management          Employees   Current metrics
   Quality             quality


Service process                                                                     New metrics
                                       Vendors/ others
    control                                                                        and time lines




                                      Tracking – meetings, milestones
4.5
HERE’S THE MATH!                                       4
                                                                                                  4


                                                      3.5
                                                                                                          3
                                                       3
Acc 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
                                  0.400
What are the current chances of
improving scores minus other      0.350
improvements ?                    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
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 2
Provider                                                                                              Phase 3
                               Management perceptions of
                                 consumer expectations




                                   ∑ Gaps = area of opportunity
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?
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
Stakeholders and communication plan – meetings
Topic                   Customers                        CS employees                       Management



Frequency of meetings   Post a milestone                 Weekly                             Weekly / bi weekly depending
                                                                                            on availability


Meeting 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
                                                                                               holders




Expected 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
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
Key Milestones
Thank You

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C Sat Improvement Plan

  • 1. C-SAT Improvement plan Feedback Consulting
  • 2. Flow of presentation Objective- CSAT improvement Subcomponents Service Quality Stakeholders Success criteria Perceived Gap analysis of Management Employees Current metrics Quality quality Service process New metrics Vendors/ others control and time lines Tracking – meetings, milestones
  • 3. 4.5 HERE’S THE MATH! 4 4 3.5 3 3 Acc 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 0.400 What are the current chances of improving scores minus other 0.350 improvements ? 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
  • 4. 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 2 Provider Phase 3 Management perceptions of consumer expectations ∑ Gaps = area of opportunity
  • 5. 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?
  • 6. 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
  • 7. Stakeholders and communication plan – meetings Topic Customers CS employees Management Frequency of meetings Post a milestone Weekly Weekly / bi weekly depending on availability Meeting 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 holders Expected 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
  • 8. 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