Customer Satisfaction - TOPdesk on Tour 2015

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Time to focus on the end user, how to systematically increase their customer satisfaction, and use metrics to drive this.

Business

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Customer satisfaction measurements
Hannah Price

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Who is the customer?

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Programme
Why Research
& results
Getting
to work

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Why an internal customer satisfaction survey?
• Insight into performance
for main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why Research
& results
Getting
to work

Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Why Research
& results
Getting
to work

Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Specific customer contact about a
single service or topic
Particularly suitable for
implementations of specific projects,
such as a Self Service Desk
Why Research
& results
Getting
to work

Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Annual measurement
Experience of all services
All customers
Why Research
& results
Getting
to work

Join the conversation #ontour15
Approach
Focus groups
Periodic measurement
Continuous measurement
Feedback immediately after
supplying service
Service-specific
Customer effort score
Why Research
& results
Getting
to work

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Periodic measurement
· Annual measurement
· Experience of all services
· All customers
TOPdesk Lite
Why Research
& results
Getting
to work
TOPdesk Professional 4
TOPdesk Professional 5
TOPdesk Enterprise 4
TOPdesk Enterprise 5
TOPdesk Saas
Which version of TOPdesk do you use?
Question 1
Question 1
To whom does your department/organisation provide support?
Citizens
Consumers
External customers
Internal Colleagues

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Periodic measurement
Services
Reliability
Assurance
Responsiveness
Empathy
Tangibles
SERVQUAL
Why Research
& results
Getting
to work

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Reliability
· Agreements made are always honoured by
employees.
· The service quality is the same with each
employee.
Why Research
& results
Getting
to work

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Assurance
· The employees are skilled enough to answer
my questions.
· The employees are always willing to
help me.
Why Research
& results
Getting
to work

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Responsiveness
· My matters are always processed quickly.
· I am always kept updated about the status
of my calls.
Why Research
& results
Getting
to work

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Empathy
· Employees can put themselves in my shoes.
Why Research
& results
Getting
to work
Why Research
& results
Getting
to work

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Tangibles
· It is clear to me which products and services
the department can supply.
· The verbal and written communication is
proper and professional.
Why Research
& results
Getting
to work

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Periodic measurement results
0 1 2 3 4 5
Tangibles
Empathy
Assurance
Reliability
Responsiveness
Why Research
& results
Getting
to work

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How do you approach this?
· Keep it simple
· Communicate the goal
· Timing is important
· An incentive helps
Why Research
& results
Getting
to work

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Continuous measurement
1. Service is supplied
2. Email sent
3. Immediate feedback
Why Research
& results
Getting
to work

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Continuous measurement
A lot of effort
Some
effort
Very little effort
Customer Effort Score
Why Research
& results
Getting
to work

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Continuous measurement results
· Specific information per service
· Specific information per process
Network - Printers
Coffee machines
Calls – information required from customer
Reservations created via the Self Service Desk
Why Research
& results
Getting
to work

Join the conversation #ontour15
Communicate your results
Why Research
& results
Getting
to work
Reliability
Responsiveness
Assurance
Empathy
Tangibles

Join the conversation #ontour15
Communicate your results
Why Research
& results
Getting
to work

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Quick wins
Why Research
& results
Getting
to work

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Formulate complex changes
Why Research
& results
Getting
to work

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Customer satisfaction measurements: your
starting point
Why Research
& results
Getting
to work

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View this presentation online
www.slideshare.net/TOPdesk
Hannah Price
h.price@topdesk.com

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Service Automation is de ultieme stap in Shift Left. Ontdek hoe je diensten in je selfserviceportal aan kunt bieden zodat je klant zelf zaken kan regelen, en je serviceafdeling er niet naar om hoeft te kijken. In de how to stel je zelf alles in in TOPdesk. Van Aanvraag via Action Sequence tot uitgevoerde Wijziging. Ook maak je kennis met aanvullende tools die de mogelijkheden vergroten. Deze how-to is gegeven door Ard van Spelde tijdens TOPdesk on Tour 2019

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TOPdesk on Tour 2019: Betrokken medewerkers, blije klanten

TOPdesk

We weten steeds beter wat de effecten zijn van een hoge medewerkersbetrokkenheid. Niet alleen zijn de medewerkers gezonder en gelukkiger, ze zijn ook productiever, flexibeler en klantgerichter. Onze klanten voelen dit. Een hoge score op Glassdoor valt niet voor niets vaak samen met een hoge score bij Gartner en TrustRadius. Medewerkers en managers spelen een belangrijke rol bij het vergroten van de medewerkersbetrokkenheid en plukken hier samen de vruchten van. Annemarie neemt je graag mee in de mooie wereld van betrokken, bevlogen medewerkers en laat zien hoe je hier stappen in kunt zetten, zowel voor jezelf als voor je medewerkers.

TOPdesk on Tour 2019:: How-to 4: Soepel en transparant samenwerken met uw par...

TOPdesk

Service Excellence bereik je tegenwoordig niet meer alleen. Steeds meer diensten worden uitbesteed. Hierin is een goede samenwerking tussen klant en leverancier cruciaal. Dit zorgt ervoor dat je je met een gerust hart kunt richten op jouw kerntaken, zonder dat de kwaliteit van de dienstverlening hieronder leidt. Tijdens deze how-to leer je hoe je met TOPdesk de samenwerking met jouw partners in de serviceketen op rolletjes kunt laten lopen: heldere en inzichtelijke afspraken, het gemakkelijk routeren van taken en meldingen, integratie waarmee informatie automatisch daar is waar men die nodig heeft, monitoring en kennisdeling. Deze how-to sessie is gegeven door Esther de Winter tijdens TOPdesk on Tour

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1. Join the conversation #ontour15 Customer satisfaction measurements Hannah Price

2. Join the conversation #ontour15

3. Join the conversation #ontour15

4. Join the conversation #ontour15 Who is the customer?

5. Join the conversation #ontour15 Who is the customer?

6. Join the conversation #ontour15 Who is the customer?

7. Join the conversation #ontour15 Who is the customer?

8. Join the conversation #ontour15 Programme Why Research & results Getting to work

9. Join the conversation #ontour15 Why an internal customer satisfaction survey? • Insight into performance for main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work

10. Join the conversation #ontour15 Why an internal customer satisfaction survey? • Insight into performance for main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work

11. Join the conversation #ontour15 Why an internal customer satisfaction survey? • Insight into performance for main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work

12. Join the conversation #ontour15 Why an internal customer satisfaction survey? • Insight into performance for main goal • Customer’s service experience • Focus on the right services • Implemented improvements made measurable Why Research & results Getting to work

13. Join the conversation #ontour15 Programme Why Research & results Getting to work

14. Join the conversation #ontour15 Approach Focus groups Periodic measurement Continuous measurement Why Research & results Getting to work

15. Join the conversation #ontour15 Approach Focus groups Periodic measurement Continuous measurement Specific customer contact about a single service or topic Particularly suitable for implementations of specific projects, such as a Self Service Desk Why Research & results Getting to work

16. Join the conversation #ontour15 Approach Focus groups Periodic measurement Continuous measurement Annual measurement Experience of all services All customers Why Research & results Getting to work

17. Join the conversation #ontour15 Approach Focus groups Periodic measurement Continuous measurement Feedback immediately after supplying service Service-specific Customer effort score Why Research & results Getting to work

18. Join the conversation #ontour15 Periodic measurement · Annual measurement · Experience of all services · All customers TOPdesk Lite Why Research & results Getting to work TOPdesk Professional 4 TOPdesk Professional 5 TOPdesk Enterprise 4 TOPdesk Enterprise 5 TOPdesk Saas Which version of TOPdesk do you use? Question 1 Question 1 To whom does your department/organisation provide support? Citizens Consumers External customers Internal Colleagues

19. Join the conversation #ontour15 Periodic measurement Services Reliability Assurance Responsiveness Empathy Tangibles SERVQUAL Why Research & results Getting to work

20. Join the conversation #ontour15 Reliability · Agreements made are always honoured by employees. · The service quality is the same with each employee. Why Research & results Getting to work

21. Join the conversation #ontour15 Assurance · The employees are skilled enough to answer my questions. · The employees are always willing to help me. Why Research & results Getting to work

22. Join the conversation #ontour15 Responsiveness · My matters are always processed quickly. · I am always kept updated about the status of my calls. Why Research & results Getting to work

23. Join the conversation #ontour15 Empathy · Employees can put themselves in my shoes. Why Research & results Getting to work Why Research & results Getting to work

24. Join the conversation #ontour15 Tangibles · It is clear to me which products and services the department can supply. · The verbal and written communication is proper and professional. Why Research & results Getting to work

25. Join the conversation #ontour15 Periodic measurement results 0 1 2 3 4 5 Tangibles Empathy Assurance Reliability Responsiveness Why Research & results Getting to work

26. Join the conversation #ontour15 How do you approach this? · Keep it simple · Communicate the goal · Timing is important · An incentive helps Why Research & results Getting to work

27. Join the conversation #ontour15 Continuous measurement 1. Service is supplied 2. Email sent 3. Immediate feedback Why Research & results Getting to work

28. Join the conversation #ontour15 Continuous measurement A lot of effort Some effort Very little effort Customer Effort Score Why Research & results Getting to work

29. Join the conversation #ontour15 Continuous measurement results · Specific information per service · Specific information per process Network - Printers Coffee machines Calls – information required from customer Reservations created via the Self Service Desk Why Research & results Getting to work

30. Join the conversation #ontour15 Programme Why Research & results Getting to work

31. Join the conversation #ontour15 Communicate your results Why Research & results Getting to work Reliability Responsiveness Assurance Empathy Tangibles

32. Join the conversation #ontour15 Communicate your results Why Research & results Getting to work

33. Join the conversation #ontour15 Quick wins Why Research & results Getting to work

34. Join the conversation #ontour15 Formulate complex changes Why Research & results Getting to work

35. Join the conversation #ontour15 Customer satisfaction measurements: your starting point Why Research & results Getting to work

36. Join the conversation #ontour15

37. Join the conversation #ontour15 View this presentation online www.slideshare.net/TOPdesk Hannah Price h.price@topdesk.com

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