Operations Center Customer Service Initiative

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Results • Highly Satisfied customers 8.6% • Very Highly Satisfied customers 6.8% 60% 50% 40% 30% 197 — 390 2 145 — 376 2 127 — 390 2 154 — 376 2 2002 2003 2 • Very Low and Low customers 3.1% 20% 10% 2 29 — 390 16 — 376 2 37 — 390 2 61 — 376 • Satisfied customers 11.3% 0% Very Low & Low Satisfaction Satisfied High Satisfaction Very High Satisfaction 14% 1 of respondents moved from low and satisfied states to being either high or very highly satisfied 1 Numeric variation is due to “not applicable” survey responses 2 Numerator = Category responses (i.e. satisfied, highly satisfied, etc.) / Denominator = Total survey question responses 4
Lessons Learned • Metrics matter! Isolating the meaning of Likert scaled based surveys, rather than simply averaging scores (thereby also averaging the meaning) offers more meaning/useful reporting and feedback metrics. • Training intervention is only a piece of the performance solution • Integration of feedback and accountabilities is key to improved customer satisfaction 5
Page 1 and 2: Operations Center Customer Service
Page 3: Intervention Needs Analysis suggest

Operations Center Customer Service Initiative

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