Continual Service Innovation – Using Surveys & Metrics to improve Service Delivery 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.

1. Continual Service Innovation: Using
Surveys and Metrics to Improve
Service Delivery
E DDIE
S ESSION 706
V IDAL – U NIVERSITY
OF
M IAMI

2. Takeaways
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important to
use metrics.
• Templates
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3. How do you measure?
@eddievidal
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4. What do you measure now?
• Surveys to improve Service Delivery
• Call Monitoring to improve Customer
Service
• Incident Tracking to improve processes,
documentation and knowledge base
Employee Surveys
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5. Define | Measure | Improve
• What is not defined cannot be controlled.
• What is not controlled cannot be
measured.
• What is not measured cannot be
improved.
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6. Innovation
• Introduction of something new original or
important
• A new idea, method, or device
• Better solutions
• Doing things different
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7. Where do you start?
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CSI Model
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8. Survey Results
• Survey Says!
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9. Surveys at the U
@eddievidal
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10. Lencioni Model for Team Effectiveness
Inattention
to Results
Avoidance of
Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust
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11. @eddievidal

12. Surveys at the U
First Attempt
• Kept it simple
• 5 questions
• Phone calls by students
• 105 surveys
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13. Surveys at the U
• Different department &
role
• Expanded reach
• Created SharePoint
Incident and Request
form
• 238 surveys
• 3 or below, take action
• Positive comments
shared on monthly basis
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14. 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?
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15. Survey Results
@eddievidal
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16. Survey Results
Overall Survey Results
Customer Satisfaction with
Start Date 6/4/12, Scores after 238 surveys 1/18/13
1 (Very
Dissatisfied)
Total
Satisfaction
(Combined
2
4
5 (Very
4/5
Dissatisfied 3 Neutral Satisfied Satisfied) 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
@eddievidal
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17. Surveys Comparisons
98
97
96
95
94
93
92
91
90
89
Courtesy
UM
HDI
Education
Healthcare
Knowledge
Timeliness
Quality
96
97
96
97
95
95
94
96
92
92
92
94
95
94
93
95
Overall
Service
95
93
92
94
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18. Surveys Comparisons
Overall Survey Results
USS
The courtesy of the analyst
97.5%
The technical skills/knowledge o 96.5%
The timeliness of the service pro 95%
The quality of the service provide 96.6%
The overall service experience
96%
HDI
97%
95%
92%
94%
93%
Education Healthcare
96%
97%
94%
96%
92%
94%
93%
95%
92%
94%
Overall Mean scores
The courtesy of the analyst
The technical skills/knowledge o
The timeliness of the service pro
The quality of the service provide
The overall service experience
HDI
4.84
4.78
4.69
4.76
4.72
Education Healthcare
4.82
4.87
4.82
4.74
4.68
4.74
4.72
4.8
4.69
4.77
USS
4.87
4.83
4.75
4.83
4.8
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19. Celebrate Your Success
Write a blog,
write
something!
@eddievidal
University of Miami User
Support Services scores higher
customer satisfaction ratings
than 2012 HDI Customer
satisfaction benchmarking
study report.
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20. Surveys at the U
•
•
•
•
•
•
•
New department
All of UMIT
New ITSM tool
1 out of 10
11% response rate
Started July 12, 2013
800 Surveys received as
of Oct 8th
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21. @eddievidal
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22. Simple Changes
• 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
@eddievidal
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23. Next Steps - Today
98
96
94
92
90
88
86
84
82
Courtesy
UM
HDI
Education
Healthcare
Knowledge
Timeliness
Quality
91
97
96
97
91
95
94
96
88
92
92
94
90
94
93
95
Overall
Service
90
93
92
94
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24. Next Steps
• 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?
Define – Measure - Improve
• Benchmark – Implement - Improve
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25. Next Steps
• Friendly Competitions between
departments
• Gamification
• Share results with Customers
@eddievidal
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26. Benefits & Value
•
•
•
•
Recognize Rock Stars
Learn from departments doing well
Coaching opportunities
Align with the Business
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27. Other Organizations
• Use surveys for rewards, recognition and
annual performance review
• Meet with business partners once a week
• Share survey with outside
vendors/partners
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28. FUSION surveys
What does
FUSION do
with their
surveys?
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29. Other Organizations
Courtesy of Gina Montague – Infinite Campus
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30. Infinite Campus
• 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.
Courtesy of Gina Montague – Infinite Campus
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31. Dashboard
Other Organizations
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32. Align Results
Job
Knowledge
Quality of
Work
Productivity
Customer
Service
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33. 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?
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34. Ticket Evaluation Template
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35. Call Monitoring
•
•
•
•
Greeting the customer
Key points during the call
Ending the call
Behavioral Questions
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36. Call Monitoring Score
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37. 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
@eddievidal
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38. Where do you start?
@eddievidal
CSI Model
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39. Takeaways
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important to
use metrics.
• Templates
@eddievidal
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40. Thank you for attending
Contact Information
Please Complete the
Session Evaluation
Eddie Vidal
305-439-9240
eddie_vidal@yahoo.com
evidal@miami.edu
http://www.linkedin.com/in/eddievidal
@eddievidal
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