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This document discusses opportunities to improve customer satisfaction levels (SLAs) across various departments at a company. It analyzes current customer satisfaction scores from October 2014 using Net Promoter Scores, identifies key success factors and alternatives for improvement. The document recommends a strategic option to improve SLAs by focusing on detractors and outlines benefits, risks, and how individual contributions can make a difference.
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Sla presentation
- 1. SLA ImprovementSLA Improvement Ashley Nichols Senior Sales Support Representative April, 2015
- 4. 4 The OpportunityThe OpportunityThe OpportunityThe Opportunity
- 5. 5 Promot ers – Detract ors = Octo ber 2014 SES NPS A pril 2014 S ES NPS Logistic s SWAT 63% - 15% = 48% 7 0% Credit 50% - 18% = 32% 3 2% Product Marketing – Systems & Peripherals 38% - 26% = 12% 1 9% Purchasi ng – Profit 37% - 27% = 10% N A NPS Score - Sales 61% - 15% = 46% N A Current SituationCurrent SituationCurrent SituationCurrent Situation
- 6. 6 Key Success FactorsKey Success FactorsKey Success FactorsKey Success Factors
- 7. 7 Analysis of AlternativesAnalysis of AlternativesAnalysis of AlternativesAnalysis of Alternatives
- 8. 8 Strategic OptionsStrategic OptionsStrategic OptionsStrategic Options
- 11. 11 Final RecommendationFinal RecommendationFinal RecommendationFinal Recommendation
- 12. 12 You Can Make a DifferenceYou Can Make a DifferenceYou Can Make a DifferenceYou Can Make a Difference
- 14. The Difference In Distribution