satisfacts customer/employee evaluation program do you want to learn about what your clients,...

SatisfactsCustomer/Employee Evaluation

Program

Do you want to learn about what your clients, customers, members and employees are

really thinking?

Your answers are out there…. …and it’s our job to find them.

In the 21st Century...

• Profit growth will come from better management of human resources and from listening to your customers;

• “You snooze, You lose”;

• Lines of communication must always stay OPEN!

“The Satisfacts Research Team hasthe method and strategy to do it for

you.”


Satisfacts will provide you with answers to such questions as :


Satisfacts Listening Activities

• Customer Satisfaction Mail and Telephone Surveys;

• Customer Satisfaction Web-Based Surveys;• Employee Opinion Web-Based Surveys;• Employee and Management In-depth Interviews;• Change Audit Surveys;• Customer In-depth Interviews;• Internal Employee and Management Focus

Groups;• Sales Discovery Profiles;• Service Assessment Surveys;


What Makes Satisfacts Unique?

• Designed to get to the hidden truth behind employee and customer needs and expectations;

• Uses qualitative and quantitative research activities the program will determine not only WHAT is happening, but WHY it is happening;

• Highly interactive program involving all staff, employees and customers;

• The program focuses on measuring “Moments of Truth” between customers and employees;

• It is a continuous process, designed to measure both customer/employee satisfaction/dissatisfaction as well as customer/employee loyalty;


Satisfacts is...

• Affordable;• Specially designed for organizations that do

not have the in-house capabilities;• Tailored to incorporate specific information

needs;• An objective, non-biased, accurate and up-to-

date method of achieving your information needs, which can help you make those critical market based decisions;

• Able to be conducted over the Internet;


The Satisfacts Listening Program SATISFACTS PROGRAM

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Id en tify S u p p lie rs

C on d u c t D isc overy P ro files

W ork w ith C lien t to D eve lop S u rveyor

In te rview G u id e

Id en tify K ey P erson n e lan d D ec id e on M os t E ffic ien t M e th od o log y

C on d u c t S e rvice A s sessm en t S u rvey

W ork w ith C lien t to D eve lopQ u es tion n a ire

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C on d u c t C lien t S a tis fac t ion S u rvey

F ree C u s tom er C en te red A ssessm en tR ep ort C ard


Discovery Profiles Are Conducted

• With sales reps, customer-service personnel and front desk personnel;

• With a cross section of the organizations’ clients;

• With a cross section of suppliers to the organization;


Company and Customer Demographic Information

• Every attempt is made to obtain the most up-to-date demographic information on both employees and customers;

• Identifying customers by variables such as years as a customer, repeat purchasing, annual sales etc. will provide insight as to how these variables affect customer satisfaction;

• Using this method, true, satisfied and loyal customers will be identified as well as satisfied or dissatisfied employees;


Customer Satisfaction Survey

• Measures the overall level of service delivery and the level of communication;

• Key service delivery/communication issues are identified in the preliminary stages;

• Key is to measure both the importance and satisfaction of these issues, overall satisfaction and priorities for improvement;


Customer Satisfaction Survey con’t• General questions section of survey measures:

• Overall Satisfaction Question• Recommendation Question• Likely to Continue to Use Question

– These answers provide valuable information to create a Customer Satisfaction Index and to do more detailed analysis of the data (statistical analysis);

• Expectation Question;• Priority for Improvement Question;• Demographic Section;


Employee Assessment Survey• Involves those who have ongoing contact with

clients;– Sales Reps, Customer Service

Personnel, Inside Sales Reps;• Mirror image of customer survey but worded

slightly different to obtain the perspective of the employee;

• Employee survey asks question that does not appear on customer survey to determine of there are any internal barriers impeding success of excellent service delivery


Employee and Customer Measurement Tool

• Our data collection program measures “Gap Analysis”, the difference between client/employee expectations and perceptions.

• Questions are asked about the following 6 areas:– Customer & Employee

Expectations– Customer & Employee

Perception of Service– Level of Importance– Level of Satisfaction– Priorities for Improvement– Demographic Information

GAP ANALYSIS

ManagementPerception of

CustomerExpectation

CustomerExpectation Service Quality

Specifications

ExternalCommunica-

tions toCustomers

ServiceDelivery

Classic MarketResearch

(Focus Groups,surveys)

Customer SatisfactionProgram (Exit Surveys,

telephone surveys)

Outside Analysis(Consultant,specialists)

Mystery ShoppingGAP

4

Focus Groups,Employee Surveys


Gap Analysis

• Outlines potential road-blocks that hinders an organization’s ability to close the gap between the customers’ expectations and the customer’s perception of what really occurred;

• Highly effective when measuring service delivery, especially in organization’s where many departments provide a service rather than a product;


Program Deliverables

• The Satisfacts Program provides the client with the following deliverables:

• Customized employee or/and customer satisfaction survey;• Customized employee or/and customer satisfaction discussion

guides;• Detailed communications plan;• Qualitative and quantitative reports on employee and

customer expectations and perceptions;• Customer Satisfaction Index;• Gap Analysis Report;• Descriptive as well as statistical reporting on all questions;• Summary of issues that drive satisfaction/create

dissatisfaction;• Satisfaction/Importance quadrant analysis;


Program Deliverables

• The Satisfacts Program provides the client with the following deliverables:

• Detailed analysis of verbatim comments;• Analysis of results by selected demographic

variables;• Ranking of service issues by service

dimension;• Service issue priority improvement ranking

table;• Opportunities for improvement summary

tables;• In-house presentation.


What Makes Satisfacts Successful?• Our model has been successfully tested for

validity and reliability over time; • We work closely with the client throughout all

stages of the process, to ensure information needs are met;

• Implemented as a program, not an activity;• Works effectively in both the public and

private sectors;• The latest and most exact data analysis

techniques are employed; • Provides not only answers, but remedies for

improvement;

satisfacts customer/employee evaluation program do you want to learn about what your clients,...

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