Triumph! Cherwell Within IS and Across our Enterprise at Jenny CraigCherwell Software
Prior to implementing Cherwell Service Management, we did not have any accurate information to help us understand how well we were doing at service delivery. Thanks to the Cherwell dashboards, we are now able to measure many aspects of our business: SLA’s, mean time to resolve, backlogs, and very importantly customer satisfaction!
Presentation by Paul van Veen, Customer ServiceBenchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement
Workforce Management For Call Center Powerpoint Presentation SlidesSlideTeam
Optimize the productivity of your employees by using Workforce Management For Call Center PowerPoint Presentation Slides. Discuss the objectives of effective workforce management and help to improve employee productivity, and provide better customer service. Take advantage of this workforce management system and highlight the characteristics of the workforce that the organization desires to achieve. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. You can display customer satisfaction scores, customer retention rates, and customer satisfaction rates with the help of the workforce optimization PPT slideshow. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data by taking the assistance of employee call center management PPT visuals. The workforce planning PPT slides explain effective scheduling, real-time adjustments, staffing, and forecasting that are essential for the company to thrive. Achieve and maintain operational efficiency by downloading this ready-to-use call center management PPT slide deck. https://bit.ly/3c3ALt1
Aspect’s new Agent Experience Survey reveals the attitudes and opportunities customer service agents see as chatbots move into the contact center. By handling more of the complex questions that chatbots don’t, customer service agents see a lot of potential to improve their skills and provide greater value to the company.
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
Happiness means money in Service Management. This webinar material give you real life examples of how our customers have succeeded to use employee experience with their ServiceNow to create business cases through productivity.
How to Standardize Organization-Wide Data CollectionQualtrics
Collecting and consuming data are every-day activities for the Organization of Fish and Wildlife Information Managers (OFWIM). In order for the OFWIM to fulfill its purpose of managing and conserving natural resources, they rely on the free exchange of data between fish and wildlife managers. Part of their vision is to bridge natural resource and technical disciplines to promote partnering, collaboration, idea sharing, and best practices in management.
In this webinar Jeanette Jones from the OFWIM and Jacob Holdaway from Qualtrics team up to present on the vision & purpose of OFWIM as well as best practices for setting forth organization-wide data collection standards.
Data Security
Audit trial visibility
Scale and scoring
Sharing and collaboration of data
Minimal/threshold data requirement
Cadence and speed of data
Digestion/dash-boarding of data
What does digital marketing maturity look like? How can companies effectively benchmark their experimentation performance? Brooks Bell will share a proven framework that allows you to unlock experimentation success, make more efficient investments and confidently plan for growth.
You will learn:
- The six elements of a successful experimentation program
- How to benchmark your performance
- Proven ways to evolve your digital marketing maturity
Maximizing Customer Retention through Customer Satisfaction Survey systemAnewtech Systems
Customer Survey/Feedback System has emerged as by far the best method of periodically assessing the customer satisfaction. The primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain and build customer loyalty. Survey system is ideal for applications such as hospital, banking and hospitality which allow customers provide immediate feedback about their experience at counter service.
Reprints Desk "Voice of Customer" Survey ResultsIan Palmer
This presentation presents excerpts from the Reprints Desk 2010 "Voice of Customer" independent survey that was commissioned through a 3rd party research firm. Other vendors in the slides refers to other information service providers (eg subscription agents, software providers, etc.) and is not limited to the document delivery industry.
Customer satisfaction is a critical measure of success for all shared services organizations. “Customer Satisfaction” is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
For more information, please visit www.scottmadden.com or http://www.scottmadden.com/insight/499/shared-services-customer-satisfaction.html.
Customer satisfaction is a critical measure of success for all shared services organizations. This is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
Triumph! Cherwell Within IS and Across our Enterprise at Jenny CraigCherwell Software
Prior to implementing Cherwell Service Management, we did not have any accurate information to help us understand how well we were doing at service delivery. Thanks to the Cherwell dashboards, we are now able to measure many aspects of our business: SLA’s, mean time to resolve, backlogs, and very importantly customer satisfaction!
Presentation by Paul van Veen, Customer ServiceBenchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16, 2011. Provides an overview of What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement
Workforce Management For Call Center Powerpoint Presentation SlidesSlideTeam
Optimize the productivity of your employees by using Workforce Management For Call Center PowerPoint Presentation Slides. Discuss the objectives of effective workforce management and help to improve employee productivity, and provide better customer service. Take advantage of this workforce management system and highlight the characteristics of the workforce that the organization desires to achieve. Our customer relationship management PowerPoint templates help to provide an overview of the processes of workforce management systems like setting the desired goal, analyzing the current workforce, forecasting the desired outcome, and tracking employee performance, etc. You can display customer satisfaction scores, customer retention rates, and customer satisfaction rates with the help of the workforce optimization PPT slideshow. You can easily edit the slides to present the various methods by which the call center collects their customer satisfaction data by taking the assistance of employee call center management PPT visuals. The workforce planning PPT slides explain effective scheduling, real-time adjustments, staffing, and forecasting that are essential for the company to thrive. Achieve and maintain operational efficiency by downloading this ready-to-use call center management PPT slide deck. https://bit.ly/3c3ALt1
Aspect’s new Agent Experience Survey reveals the attitudes and opportunities customer service agents see as chatbots move into the contact center. By handling more of the complex questions that chatbots don’t, customer service agents see a lot of potential to improve their skills and provide greater value to the company.
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
Happiness means money in Service Management. This webinar material give you real life examples of how our customers have succeeded to use employee experience with their ServiceNow to create business cases through productivity.
How to Standardize Organization-Wide Data CollectionQualtrics
Collecting and consuming data are every-day activities for the Organization of Fish and Wildlife Information Managers (OFWIM). In order for the OFWIM to fulfill its purpose of managing and conserving natural resources, they rely on the free exchange of data between fish and wildlife managers. Part of their vision is to bridge natural resource and technical disciplines to promote partnering, collaboration, idea sharing, and best practices in management.
In this webinar Jeanette Jones from the OFWIM and Jacob Holdaway from Qualtrics team up to present on the vision & purpose of OFWIM as well as best practices for setting forth organization-wide data collection standards.
Data Security
Audit trial visibility
Scale and scoring
Sharing and collaboration of data
Minimal/threshold data requirement
Cadence and speed of data
Digestion/dash-boarding of data
What does digital marketing maturity look like? How can companies effectively benchmark their experimentation performance? Brooks Bell will share a proven framework that allows you to unlock experimentation success, make more efficient investments and confidently plan for growth.
You will learn:
- The six elements of a successful experimentation program
- How to benchmark your performance
- Proven ways to evolve your digital marketing maturity
Maximizing Customer Retention through Customer Satisfaction Survey systemAnewtech Systems
Customer Survey/Feedback System has emerged as by far the best method of periodically assessing the customer satisfaction. The primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain and build customer loyalty. Survey system is ideal for applications such as hospital, banking and hospitality which allow customers provide immediate feedback about their experience at counter service.
Reprints Desk "Voice of Customer" Survey ResultsIan Palmer
This presentation presents excerpts from the Reprints Desk 2010 "Voice of Customer" independent survey that was commissioned through a 3rd party research firm. Other vendors in the slides refers to other information service providers (eg subscription agents, software providers, etc.) and is not limited to the document delivery industry.
Customer satisfaction is a critical measure of success for all shared services organizations. “Customer Satisfaction” is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
For more information, please visit www.scottmadden.com or http://www.scottmadden.com/insight/499/shared-services-customer-satisfaction.html.
Customer satisfaction is a critical measure of success for all shared services organizations. This is the fifth session of a HR Shared Services learning series that ScottMadden is presenting in conjunction with Shared Services and Outsourcing Network (SSON). Part five covers approaches and techniques for measuring satisfaction and we describe key dimensions of satisfaction. The presentation includes trends in customer satisfaction data from ScottMadden’s shared services customer surveys ranging from baseline surveys conducted pre-launch to on-going surveys for mature shared services organizations.
#FIRMday Manchester 22nd September 2016 - Cubiks: 'The new candidate experience'Emma Mirrington
Feedback and themes emerging from Cubiks’ candidate experience survey were used to inform the design of the new online sifting assessment for Beauty Advisors at Boots,
combining situational judgement questions and personality data. The solution has been developed with the intention of increasing candidates’ perceptions of the relevance and fairness of the assessment, and also enhancing their perceived enjoyment of
the assessment experience. The provisional impact and outcomes of the new candidate experience are presented,
along with candidate feedback perceptions gathered since the
launch.
Cubiks and Boots presented at the FIRM a week ago. Here's the content. Online selection is dramatically improved by listening to candidate feedback about the process. Buzz words include 'Engagement', 'Candidate-Centered', and 'Job-Preview'! Packed full of insightful data and meaningful ideas for change.
Today’s top recruiters embrace data to employ a forward-thinking and data-driven approach to recruiting and hiring. What sets today’s top recruiters apart is their ability to leverage technology and data to develop insights that then inform their recruiting tactics.
So how can you use technology to build reports that yield meaningful insights to improve your hiring process?
Join Jon Stross, Co-Founder and President at Greenhouse and Liz Zenz, Recruiting Operations Manager at R/GA to learn how to win at reporting. You’ll walk away knowing:
- Reporting best practices from forward-thinking companies like yours
- How to drive consistent improvement by engaging your stakeholders in a thoughtful report cadence
- How successful hiring teams use data proactively to change behavior
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Best Practices for Benchmarking the Website User Experience featuring Measuri...UserZoom
Stand-alone UX research generates a lot of data, but without a comparison to other benchmarks, you're often left wondering how your website stacks up in the real world. One of the best ways to put your task scenarios and metrics into context is to see how you compare against the competition.
To provide a meaningful comparison, UserZoom presents MeasuringU's Jeff Sauro, who will provide Best Practices for Benchmarking the Website User Experience.
View this UserZoom webinar on-demand and discover:
TOP solutions, tools and methodologies for Competitive UX Benchmarking
HOW to track the most important competitive metrics and stand out from the pack
PRACTICAL tips for Competitive UX Benchmarking you won't find anywhere else
Client Opinions, Market-Driven Thinking
Our market research firm, Client Opinions, offers a full-service client feedback program to help businesses gather actionable insights to grow their business.
Similar to Space Database Customer Satisfaction Survey 2015 (20)
Collective 20 was a group curated exhibition of members of Gallery 1313 celebrating the 20 years they had been exhibiting at Gallery 1313. There are over 50 artist members of Gallery 1313 and over 20 exhibited their best works. A variety of art works were on display including sculpture , mixed media, painting & photography.
www.g1313.org
A collection of data driven marketing sites based on the Space Database Tru-Measure API. These examples demonstrate the range of design possibilities available in this framework. Marketing sites can be easily configured to conform to any given brand.
Check out the National Yacht Club Networking site!
The web committee has set up a social networking site for members:
http://nationalyachtclub.ning.com/
All NYC members will be able to set up a home page, post pictures and host a simple blog. The idea is that this can be used to network, to coordinate crew, trips and outings, as well to share stories. Give it a try!
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
2. Applications AccuracyServiceOverview Goals
Ten managers of significant customers will be approached by an independent
consultant for phone interviews.
1042 people were identified as active customers. These people were invited to
complete an on-line series of questionnaires.
73 people responded.
11 people abandoned the survey without entering any data.
The effective representation was 6%
Our results the previous year (2014) had been excellent. Our goal for 2015 was
to maintain these scores.
Our annual satisfaction survey was conducted at the
end of 2015.
Overview 2
3. Applications AccuracyServiceOverview Goals
Space Database will focus on improving
the quality of services in the areas
that customers value the most.
Improve the level
of consulting services.
Improve the level of
training and support.
Improve accuracy
and timeliness.
In January 2015 we set several goals.
As in previous years, we are continuing the same strategy.
Maintain scores.
Focus on service
delivery and turn-
around times.
Maintain Scores.
Develop improved
training and help
resources.
Improve Scores.
Invest in technologies
and processes to further
improve accuracy.
Goals 3
5. Applications AccuracyServiceOverview Goals
80
82
84
86
88
90
92
94
96
98
Service Online App Surveys Billing
Overall Score by Category 2015
How did we do?
Our overall score was 92.4% in 2015
(91.9% in 2014; 89.5% in 2013; 87% in 2012; 89% in 2011; 87% in 2010
89% in 2009; 89% in 2008; 86% in 2007)
Overall Score
92.4%
Overview 5
6. Applications AccuracyServiceOverview Goals 6
We enjoy positive feedback, but we need to focus on our
weaknesses to find opportunities for improvement.
• We analyze our results and look for weakness
– We want to find signs of trouble while they are small
– We use these results to set our priorities and goals for the year
• We use icons to highlight specific issues
– Red arrows for areas where we see problems
– Green arrows for areas where results are good
– Yellow arrows for where performance has remained the same
• A star indicates an insight that the data reveals – an insight that drives our
goals for the next year.
Overview
7. Applications AccuracyServiceOverview Goals
465
190
27
6 0
0
50
100
150
200
250
300
350
400
450
500
Agree + Agree Neutral Disagree Disagree +
Total Responses to Positive Statements about Space Database 2015
Number of
negative
responses
Results for 2015:
The distribution of results was very positive.
Overview 7
Number of
positive
responses
8. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Multiple choice responses to positive
statements about Space Database
Summary of All Responses 2015
Agree + Agree Neutral Disagree Disagree +
Response Charts:
How to read the results.
465 Responses
were
“Strongly Agree”
68%
We have graphed
multiple choice
responses on
horizontal bar charts.
190 Responses
were
“Agree”
28%
27 Responses
were
“Neutral”
4%
6 Responses
were
“Disagree”
1%
0 Responses
were
“Strongly Disagree”
0%
Overview 8
9. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Service is consistent
Service response is timely
Understands our needs
Handles needs efficiently
Follow-up is prompt
Communication is excellent
Customer Service 2014 ( 81 Respondents)
Agree + Agree Neutral Disagree Disagree +
9
Results for 2014:
Last year our score was 91.3%
Service
10. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Service is consistent
Service response is timely
Understands our needs
Handles needs efficiently
Follow-up is prompt
Communication is excellent
Customer Service 2015 ( 73 Respondents)
Agree + Agree Neutral Disagree Disagree +
10
Results for 2015:
This year our score has risen to 92.4%
Service
No complaints
about slow
service
Consistent high
scores in all
areas
11. Applications AccuracyServiceOverview GoalsService
Results for 2015:
Our scores for service quality have improved.
• The scores are slightly higher for all questions!
• We’ve improved our score for timeliness
• Background:
– The volume of update ‘ticket’ work is very variable.
– Marketing related work is often urgent.
• Therefore:
– We must continue to develop flexibility in responding to update requests:
• More cross training of staff
• More shifting of work between offices in other cities
11
12. Applications AccuracyServiceOverview Goals
0% 20% 40% 60% 80% 100%
Application is easy to use
Application is well organized
Data is well formatted
Training was clear and helpful
I understand the the system
The help system is clear
Ticketing system works well
Ticket manager understands me
The manager is courteous
Staff quickly resolve problems
Work is completed when I expect
Timeframes are met
Update work is accurate
The system helps me be effective
Online Application 2014 (22 Respondents)
Agree + Agree Neutral Disagree Disagree +
12
Results for 2014:
Last year our score was 90.9%
Applications
13. Applications AccuracyServiceOverview Goals
0% 20% 40% 60% 80% 100%
Application is easy to use
Application is well organized
Data is well formatted
Training was clear and helpful
I understand the the system
The help system is clear
Ticketing system works well
Ticket manager understands me
The manager is courteous
Staff quickly resolve problems
Work is completed when I expect
Timeframes are met
Update work is accurate
The system helps me be effective
Online Application 2015 (11 Respondents)
Agree + Agree Neutral Disagree Disagree +
13
Results for 2015:
The overall score has risen to 93.5%
Solid
improvement in
quality of work
and turn-around
times
Applications
We can still
improve online
help and
documentation
14. Applications AccuracyServiceOverview Goals
Results for 2015:
Scores have improved in all areas.
• Scores have improved in all areas.
– Improved turn-around satisfaction is consistent with our internal metrics.
• Questions referring to people remained very good
• Some respondents asked for additional training and support.
• Insight: In 2016 we will continue to expand training and support.
Applications 14
15. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Survey completed when expected
I understood the scope
I understood the pricing
I understood my role
Site access was well coordinated
Staff was polite and courteous
Drawings were well formatted
Staff helped me understand the data
Staff were helpful
I understood all the data
The data was accurate
No errors present in first draft
No errors in final version
Surveys 2014 (17 Respondents)
Agree + Agree Neutral Disagree Disagree +
15
Results for 2014:
Last year our score was 94%
Accuracy
16. Applications AccuracyServiceOverview Goals
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Survey completed when expected
I understood the scope
I understood the pricing
I understood my role
Site access was well coordinated
Staff was polite and courteous
Drawings were well formatted
Staff helped me understand the data
Staff were helpful
I understood all the data
The data was accurate
No errors present in first draft
No errors in final version
Surveys 2015 (11 Respondents)
Agree + Agree Neutral Disagree Disagree +
16
Results for 2014:
The overall score has fallen to 92%
Some possible
training issues.
Some doubt about
confidence in
accuracy
Accuracy
17. Applications AccuracyServiceOverview Goals
• Results have improved for all aspects of survey service.
– We currently have a competent and experienced team.
• Don’t be disappointed if scores are lower next year.
– These scores are very high; there is not much room to go higher.
– Any score close to 90% is still excellent!
• Insight: Process improvements are yielding desired results.
Results for 2015:
Overall, satisfaction is the highest it’s ever been.
Accuracy 17
18. Applications AccuracyServiceOverview Goals
Space Database will focus on improving
the quality of services in the areas
that customers value the most.
Improve the level
of consulting services.
Improve the level of
training and support.
Improve accuracy
and timeliness.
Goals for 2016:
Our long term objectives remain the same.
We want to maintain our positive results!
Maintain scores.
Focus on service
delivery and turn-
around times.
Maintain Scores.
Develop improved
training and help
resources.
Maintain Scores.
Continue quality
initiatives. Develop plan
to reduce timelines.
Goals 18