customer satisfaction powerpoint
DESCRIPTION
TRANSCRIPT
Customer Satisfaction Q1 2014
Management Team Meeting May 19, 2014
Front Desk AgentMandarin Oriental Miami
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
Measuring Customer Satisfaction Customer Satisfaction Index (CSI)
If all respondents are … Promoters, score of 100Passives, score of 0Detractors, score of -100
New 0-10 scale classifications
Calculating CSI
- =Promoters Detractors
CSI Score
10 8 7 3 2 0Promoters. They love us
Passives. They like us, but probably won’t recommend us. Aren’t loyal
Detractors. Negative attitudes.
CSI: What is the Scale in 2014?
Promoters(10 + 9 + 8)
Detractors(2 + 1 + 0)
40
20
40
Old Scale 1 - 5
PromotersPassiveDetractors
27
46
27
New Scale 0-10
PromotersPassiveDetractors
CSI score = (10 + 9 + 8) – (2 + 1 + 0)
What We Measured – 2014
Participantsfor Q1 2014
% Responded for Q1 2014
Participantsfor Q2 2014
% Responded for Q2 2014
Participantsfor Q3 2014
% Responded for Q3 2014
Participantsfor 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
Company PerceptionCSI Overview
Professional Conduct 64.3
Company Values 47.6
Partnership 52.4
Innovation 21.4
Would you recommend 16.4
40.5
PromotersPassivesDetractors
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
Company PerceptionYear over year
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100
CSI S
core
Average 53.2 Average 57.4
Promoters
Neutral
Detractors
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
2014New Scale
40.5 ? ? ?
Global Support Cases Closed < 2 DaysCSI Overview
Professional Conduct 78.2
Commitment 70.1
Knowledge 73.9
Process 70.1
Would you recommend 55.9
69.7
PromotersPassivesDetractors
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
Average 79.1
Global Support Cases Closed < 2 DaysCSI Year over Year
Promoters
Neutral
DetractorsQ1 Q2 Q3 Q4 Q1
2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100
CSI S
core
Global Support Cases Closed < 2 DaysCSI score quarter by quarter comparison
Q1 Q2 Q3 Q4
2013 81.3 77.8 81.7 75.7
2014New Scale
69.7 ? ? ?
Global Support Cases Closed > 2 DaysCSI Overview
Professional Conduct 76.6
Commitment 52.3
Knowledge 53.1
Process 53.3
Would you recommend 33.6
53.8
PromotersPassivesDetractors
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
Global Support Cases Closed > 2 DaysCSI Year over Year
Average 53.2 Average 57.4
Promoters
Neutral
Detractors
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100
CSI S
core
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
2014New Scale
53.8 ? ? ?
Implementation CSI Overview
Planning 66.7
Performance 80.0
Professional Conduct 100
Training 66.7
Would you recommend 46.7
72.0
PromotersPassivesDetractors
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
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100CS
I Sco
re
Average 60.1 Average 92.2
Implementation CSI Year over Year
Promoters
Neutral
Detractors
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
2014New Scale
72.0 ? ? ?
Account Management CSI Overview
Professional Conduct 69.1
Solutions 49.2
Knowledge 45.1
Partnership 49.3
Would you recommend 49.3
52.4
PromotersPassivesDetractors
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
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100CS
I Sco
re
Average 79.3 Average 48.2
Account Management CSI Year over Year
Promoters
Neutral
Detractors
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
2014New Scale
52.4 ? ? ?
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
PromotersPassivesDetractors
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
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100CS
I Sco
re
Average 68.7 Average 61.7
Sales CSI Year over Year
Promoters
Neutral
Detractors
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
2014New Scale
66.2 ? ? ?
ProductCSI 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
PromotersPassivesDetractors
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
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q12012 2013 2014
-100
-80
-60
-40
-20
0
20
40
60
80
100CS
I Sco
re
Average 46.0 Average 34.0
Product CSI Year over Year
Promoters
Neutral
Detractors
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
2014New Scale
40.0 ? ? ?
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
CSI: Call to Action for Q2 2014
What we can do together
• Constant Contact with our CustomersFind a reason to reach out and get to know our customersCSI Reason: Our highest CSI numbers come from are our people
• Shepherd ProgramNew Installs will get a welcome programCSI Reason: Directly from a Customer Comment
• Product Launch ProgramGenerate excitement, awareness, and educate both internally and
externally about our new products and releasesCSI Reason: Low innovation and “would you recommend” results
• Analyze and Quantify the Customer Comments John Scrugham CSI Reason: We have the data
