The document discusses customer satisfaction metrics from Q1 2014. It provides an overview of customer satisfaction index (CSI) scores across different departments, identifying areas that scored well and could be improved. Departments with majority promoters included Global Support for cases closed within 2 days and Implementation. Lagging areas were Product and innovation/recommendation scores. The document calls for actions like improving communication, educating on products, and analyzing customer comments to increase CSI scores in Q2.

1. Customer
Satisfaction
Q1 2014
Management Team Meeting
May 19, 2014
Front Desk Agent
Mandarin Oriental Miami

2. CSI Process: What we have learned Q1 2014?
What is working
• New 11 point scale
• More meaningful data to all departments
• Collecting and summarizing data
• 55 different types of surveys per quarter
• Listening to our Customer
What can improve
• Not conveying the “How to” to improve CSI scores
• Breaking down what CSI means: moving from numbers to meaning
• Identifying Promoters, Passives, and Detractors in SFDC

3. Measuring Customer Satisfaction
Customer Satisfaction Index (CSI)
If all respondents are …
Promoters, score of 100
Passives, score of 0
Detractors, score of -100
New 0-10 scale classifications
Calculating CSI
- =
Promoters Detractors
CSI Score
10 8 7 3 2 0
Promoters. They love
us
Passives. They like us, but probably
won’t recommend us. Aren’t loyal
Detractors. Negative
attitudes.

4. CSI: What is the Scale in 2014?
Promoters
(10 + 9 + 8)
Detractors
(2 + 1 + 0)
40
20
40
Old Scale 1 - 5
Promoters
Passive
Detractors
27
46
27
New Scale 0-10
Promoters
Passive
Detractors
CSI score = (10 + 9 + 8) – (2 + 1 + 0)

5. What We Measured – 2014
Participants
for Q1 2014
% Responded
for Q1 2014
Participants
for Q2 2014
% Responded
for Q2 2014
Participants
for Q3 2014
% Responded
for Q3 2014
Participants
for Q4 2014
% Responded
for Q4 2014
Product 52 25.0
Sales 113 23.0
Account
Management
490 14.5
Implementation 47 31.9
Global Support 2,424 7.6
ATRIO Support 17 23.5
Company
Performance
166 25.3
Totals 3,309 10.8

6. Company Perception
CSI Overview
Professional Conduct 64.3
Company Values 47.6
Partnership 52.4
Innovation 21.4
Would you recommend 16.4
40.5
Promoters
Passives
Detractors
What we see
- Majority of customers are
promoters
- Lagging in innovation (21.4) and
propensity to recommend the
company (16.4)
Company Action Steps
- Make our innovation known
- Crank up the Intensity value
- Get to know our customers as a
partners

7. Company Perception
Year over year
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 53.2 Average 57.4
Promoters
Neutral
Detractors

8. Company Perception
CSI by year and quarter
Q1 Q2 Q3 Q4
2012 51.2 36.2 68.2 57.2
2013 53.8 49.2 65.5 61.2
2014
New Scale
40.5 ? ? ?

9. Global Support Cases Closed < 2 Days
CSI Overview
Professional Conduct 78.2
Commitment 70.1
Knowledge 73.9
Process 70.1
Would you recommend 55.9
69.7
Promoters
Passives
Detractors
What we see
- Majority of customers are
promoters
- Our customers like our people
- Consistently one of the highest
scoring survey
Department Action Steps
- Keep the helpful attitude
- Develop a WOW factor
- Thank each customer for using
PSMS

10. Average 79.1
Global Support Cases Closed < 2 Days
CSI Year over Year
Promoters
Neutral
Detractors
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1
2013 2014
CSIScore

11. Global Support Cases Closed < 2 Days
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2013 81.3 77.8 81.7 75.7
2014
New Scale
69.7 ? ? ?

12. Global Support Cases Closed > 2 Days
CSI Overview
Professional Conduct 76.6
Commitment 52.3
Knowledge 53.1
Process 53.3
Would you recommend 33.6
53.8
Promoters
Passives
Detractors
What we see
- Majority of customers are
promoters
-Our customers like us resolving
their issues faster
- Our customers want to know the
status of their issues
Department Action Steps
- Keep the helpful attitude
- Commit to following through
- Speed up the process
- Over communicate

13. Global Support Cases Closed > 2 Days
CSI Year over Year
Average 53.2 Average 57.4
Promoters
Neutral
Detractors
-100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore

14. Global Support > 2 Days average
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 80.0 70.7 59.6 59.6
2013 64.7 69.8 75.2 75.2
2014
New Scale
53.8 ? ? ?

15. Implementation
CSI Overview
Planning 66.7
Performance 80.0
Professional Conduct 100
Training 66.7
Would you recommend 46.7
72.0
Promoters
Passives
Detractors
What we see
- Majority of customers are
promoters
-Consistently one of the highest
scoring survey
- Our customers like our people
Department Action Steps
- Fine tune planning process to
improve the coordination of all
parties internally and externally
-Understand how our performance
influences the customers sense of
completion

16. -100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 60.1 Average 92.2
Implementation
CSI Year over Year
Promoters
Neutral
Detractors

17. Implementation
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 72.0 80.0 28.3 60.0
2013 100 95.6 83.1 90.0
2014
New Scale
72.0 ? ? ?

18. Account Management
CSI Overview
Professional Conduct 69.1
Solutions 49.2
Knowledge 45.1
Partnership 49.3
Would you recommend 49.3
52.4
Promoters
Passives
Detractors
What we see
- Professionalism
-Improved out reach to customers
- Good relationships when
established
- Communication is the key to
Satisfaction
Department Action Steps
- Get to know your properties future
plans to develop a partnership
-Deepen product knowledge to
provide solutions quickly
-Update contacts and contact roles
- Find a reason to connect with
contacts

19. -100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 79.3 Average 48.2
Account Management
CSI Year over Year
Promoters
Neutral
Detractors

20. Account Management
CSI quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 65.0 85.2 80.9 86.0
2013 66.3 66.3 33.8 25.9
2014
New Scale
52.4 ? ? ?

21. Sales
CSI Overview
Professional Conduct 80.8
Demonstrated Functionality 69.3
Proposition Value 65.4
Process timing 65.4
Would you recommend 50.0
66.2
Promoters
Passives
Detractors
What we see
- Professionalism
- Responsiveness to needs
- Majority of customers are
promoters
Department Action Steps
-Deepen product knowledge
-Demonstrate the value of owning
our products
- Simply the process

22. -100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 68.7 Average 61.7
Sales
CSI Year over Year
Promoters
Neutral
Detractors

23. Sales
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 52.0 61.0 82.8 60.0
2013 69.5 76.9 51.3 90.0
2014
New Scale
66.2 ? ? ?

24. Product
CSI Overview
Working Correctly 46.2
System Functionality 38.5
Performance 38.5
on track UD/UG 65.4
Would you recommend 50.0
40.0
Promoters
Passives
Detractors
What we see
- Good release and upgrade cycle
- A majority of customers are
passive about our products
Department Action Steps
- Educate us about the product
- Communicate to us about the
product

25. -100
-80
-60
-40
-20
0
20
40
60
80
100
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
2012 2013 2014
CSIScore
Average 46.0 Average 34.0
Product
CSI Year over Year
Promoters
Neutral
Detractors

26. Product
CSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2012 38.0 47.3 50.5 48.3
2013 - 5.0 42.3 53.3 45.3
2014
New Scale
40.0 ? ? ?

27. CSI: Shout Outs for Q1 2014
Don Tenney is
always a pleasure
to deal with. Thank
him for me!
David even sent
instructions for us
to use in the
future - that was
greatly
appreciated
I'd like to recognize
Kiara Sexton for her
prompt reply and
commitment to
resolve my problem in
a timely manner.
Andy Au is
absolutely fantastic.
he always replies to
me immediately and
takes ownership of
the problem
Catherine’s guidance
was perfect
Richard always
provides
efficient service.
Very Helpful and
courteous
I absolutely love speaking
with Wayne, Toya,
Shannon, Alphonso and
Don! Great Team !!
Victor was great at assisting
us for our upgrade

28. CSI: Call to Action for Q2 2014
What we can do together
• Constant Contact with our Customers
Find a reason to reach out and get to know our customers
CSI Reason: Our highest CSI numbers come from are our people
• Shepherd Program
New Installs will get a welcome program
CSI Reason: Directly from a Customer Comment
• Product Launch Program
Generate excitement, awareness, and educate both internally and
externally about our new products and releases
CSI Reason: Low innovation and “would you recommend” results
• Analyze and Quantify the Customer Comments
John Scrugham
CSI Reason: We have the data