2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery
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The term innovation can be defined as something original and new. Has the way we deliver customer service changed in the last 50 years? Delivering service with a smile and a positive attitude hasn’t changed but what about the data used to improve service? Many organizations have numerous reports and data but lack the innovation to make simple changes to affect results. Survey results are a great tool but what are you doing with them? Are you using the results to create an action plan? What metrics do you use to help build your case for positive change? In this session Eddie will share with you useful methods to improve the quality of your service delivery on a continual basis. Key takeaways include; survey questions, actions based on results, metrics and templates.
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2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery
- 1. Continual Service Innovation: Using Surveys and Metrics to Improve Service Session 203 Eddie Vidal – University of Miami
- 2. Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic Advisory Board • President Emeritus of South Florida HDI Local Chapter • Published in Support World Magazine & HDI Connect • HDI Support Center Manager Certified • ITIL V3 Foundation & OSA Certified • itSMF monthly podcast producerManager, UMIT Service Desk evidal@miami.edu eddie_vidal@yahoo.com 305-439-9240 @eddievidal http://www.linkedin.com/in/eddievidal
- 3. @eddievidal • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates Takeaways 3
- 4. @eddievidal How do you measure? 4
- 5. @eddievidal • Surveys to improve Service Delivery • Call Monitoring to improve Customer Service • Incident Tracking to improve processes, documentation and knowledge base What do you measure now? 5 Employee Surveys
- 6. @eddievidal • What is not defined cannot be controlled. • What is not controlled cannot be measured. • What is not measured cannot be improved. Define | Measure | Improve 6
- 7. @eddievidal • Introduction of something new original or important • A new idea, method, or device • Better solutions • Doing things different Innovation 7
- 8. @eddievidal Where do you start? CSI Model 8
- 9. @eddievidal • Survey Says! Survey Results 9
- 10. @eddievidal Surveys at the U 10
- 11. @eddievidal Lencioni Model for Team Effectiveness Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust 11
- 13. First Attempt • Kept it simple • 5 questions • Phone calls by students • 105 surveys Surveys at the U 13
- 14. • Different department & role • Expanded reach • Created SharePoint Incident and Request form • 238 surveys • 3 or below, take action • Positive comments shared on monthly basis Surveys at the U 14
- 15. @eddievidal Customer Surveys 1. Overall quality of IT Support Center Staff? 2. IT Support Staff handling my problem was knowledgeable? 3. IT Support Staff handling my problem was courteous and professional? 4. Incident was resolved to my complete satisfaction? 5. Resolution of your incident completed in a timely manner? 15
- 17. Survey Results Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13 Customer Satisfaction with 1 (Very Dissatisfied) 2 Dissatisfied 3 Neutral 4 Satisfied 5 (Very Satisfied) Total Satisfaction (Combined 4/5 Percentage) Mean The courtesy of the representative 1% 0% 3% 4% 91% 96% 4.79 The technical skills/knowledge of the representative? 1% 0% 3% 6% 89% 95% 4.81 The timeliness of the service provided? 1% 3% 3% 5% 87% 92% 4.73 The quality of the service provided? 1% 2% 3% 4% 90% 95% 4.82 The overall service experience? 2% 1% 2% 8% 88% 95% 4.85 17
- 19. Surveys Comparisons Overall Survey Results USS HDI Education Healthcare The courtesy of the analyst 97.5% 97% 96% 97% The technical skills/knowledge o 96.5% 95% 94% 96% The timeliness of the service pro 95% 92% 92% 94% The quality of the service provide 96.6% 94% 93% 95% The overall service experience 96% 93% 92% 94% Overall Mean scores USS HDI Education Healthcare The courtesy of the analyst 4.87 4.84 4.82 4.87 The technical skills/knowledge o 4.83 4.78 4.74 4.82 The timeliness of the service pro 4.75 4.69 4.68 4.74 The quality of the service provide 4.83 4.76 4.72 4.8 The overall service experience 4.8 4.72 4.69 4.77 19
- 20. Write a blog, write something! Celebrate Your Success University of Miami User Support Services scores higher customer satisfaction ratings than 2012 HDI Customer satisfaction benchmarking study report. 20
- 21. • New department • All of UMIT • New ITSM tool • 1 out of 10 • 10% response rate • Started July 12, 2013 • 1975 Surveys received as of March 24th Surveys at the U 21
- 23. @eddievidal • Dramatic Effect = Partnership • Start inside - UMIT Partnership • Move outward - Business Partnership – Contacting the Customer – Listen – Make a change based on feedback – Advise customer change made – Correct broken processes Simple Changes 23
- 24. @eddievidal Survey Results – Service Desk Comparison 24
- 25. @eddievidal • Propose Operational meeting to review • Review Results – Beginning to current – Last 30 days – Last week – Focus on 3 or below – Strive for 5 and celebrate! • Departmental Breakdown = Breakdown Silos? • Benchmark – Implement - Improve Next Steps Define – Measure - Improve 25
- 26. @eddievidal • Friendly Competitions between departments • Gamification • Share results with Customers Next Steps 26
- 27. @eddievidal • Recognize Rock Stars • Learn from departments doing well • Coaching opportunities • Align with the Business Benefits & Value 27
- 28. @eddievidal • Use surveys for rewards, recognition and annual performance review • Meet with business partners once a week • Share survey with outside vendors/partners Other Organizations 28
- 29. @eddievidal HDI surveys 29 What does HDI do with their surveys? www.HDIConference.com/Eval
- 30. @eddievidal Other Organizations 30 Courtesy of Gina Montague – Infinite Campus
- 31. @eddievidal • What do we do with the feedback? We carefully review all survey results as soon as they arrive. Survey results are shared with staff and are used for coaching and kudos. We want you to know how we are doing, too. Every month we will update this site with our latest customer satisfaction score. Infinite Campus 31 Courtesy of Gina Montague – Infinite Campus
- 34. @eddievidal Quality • Ticket Accuracy Review – Has the customer been contacted within 24 hours? – Are the diary entries user friendly? – Has the customer been kept in the loop? – Was customer sign-off obtained? 34
- 36. @eddievidal Call Monitoring • Greeting the customer • Key points during the call • Ending the call • Behavioral Questions 36
- 38. @eddievidal Taking it to another level • Use an incident for same call • Follow the trail from beginning to end • To post or not to post? • Create competition 38
- 39. @eddievidal Where do you start? CSI Model 39
- 40. @eddievidal • Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to use metrics. • Templates Takeaways 40
- 41. @eddievidal Thank you for attending Contact Information Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu http://www.linkedin.com/in/eddievidal @eddievidal Please Complete the Session Evaluation 41 www.HDIConference.com/Eval