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Customer Satisfaction - recent updates in measurement and performance across all channels
- 1. Note: The data and comment used in this report is for sample purpose only and does not represent actual data. Customer Satisfaction – recent updates in measurement and performance across all channels? Serve You Right
- 4. Measurement Improvement Model Customer Centric Organisation
- 7. CSBA Measurement Improvement Model Customer Centric Organisation
- 9. Net Promoter Score (NPS) Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld 8 3 9
- 10. NPS ® by Number of Times Company Contacted Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
- 11. Identify Areas for Improvement
- 13. Ease of doing business Customer effort score Regulatory measures
- 14. CSBA Measurement Improvement Model Customer Centric Organisation
- 15. CSBA Measurement Improvement Model Customer Centric Organisation
- 20. Customer Service Performance from CSBA Industry Total Grid Score Better Worse March to June 2011
- 23. Other Measures
- 24. Hardship measures LOTE assessment Website ease of doing business
- 25. Social Media
- 26. Discussion
- 27. Customer Service Benchmarking Australia Level 5, 10-16 Queen Street Melbourne VIC 3000 T:03 9605 4900 | F:03 9642 1741 www.csba.com.au
Editor's Notes
- Today I am going to talk about customer service measures and what I am seeing in terms of best practices, I will talk about what we see from over 15 different industries and private and public …good and bad stuff. We have recently put a survey online to see how people are going and sadly the average score is a fail. So what is happening. In the next 20 minutes I will discuss the following
- So you go and do customer satisfaction measures understand what drives it , set you kpis and do objective assessment
- Consistency across the organisation – CSBA can help with developing standards. are irrelevant even though they get touted around e.g. complaints resolved in10 days
- This was from a survey of public service customers. This shows how two factors, delivery and timeliness are responsible for half of how satisfied a customer is with their transaction with you.
- Slide from Ritson or overall NPS e.g. from Pat slides
- Why is it important with
- This needs to show all departments internal and external…lots of time I get people that describe the awful service from internal departments.
- This needs to show all departments internal and external…lots of time I get people that describe the awful service from internal departments.
- Complaints measure; Social media measures