Managing Customer Satisfaction - PowerPoint PPT Presentation

About This Presentation
Title:

Managing Customer Satisfaction

Description:

Methods Used. Preferred Method. Relative Value, Use & Preference. Use. Preference. Relative Value ... Auto locator feature and Find nearest location(s) ... – PowerPoint PPT presentation

Number of Views:33
Avg rating:3.0/5.0
Slides: 46
Provided by: carl263
Category:

less

Transcript and Presenter's Notes

Title: Managing Customer Satisfaction


1
Managing Customer Satisfaction
PL
  • OLA Super Conference 2006
  • Carl ThompsonCounting Opinions (SQUIRE) Ltd.

2
Moments of Truth
  • Interactions (direct indirect)
  • Information, facilities, equipment, collections,
    services and people
  • Customer Perspective
  • Purpose and Outcome in mind
  • Work Learn Play
  • Expectation
  • Experience Emotion Rationale
  • Choices
  • Competition

3
What to do?
4
Objective
  • Positive Outcomes
  • Ability to
  • Understand and improve customer satisfaction
  • Measure impacts and outcomes
  • Gain support for initiatives
  • Identify Actionable Priorities for Improvement
  • Support Chosen Methodology/Approach
  • ISO 9000
  • TQM
  • Balanced Scorecard
  • Continuous Improvement

5
Measurement
  • Impacts Outcomes
  • Action Reaction
  • Cause Effect
  • Short Long Term Trends
  • Same Respondent Trends
  • Micro Macro Level
  • Benchmark Results
  • Targets
  • Locations
  • Peers
  • Services
  • Competition

6
Before You Begin
7
When
Who
How
What
8
What to Measure
  • Core services
  • From perspective of the consumer
  • Staff/Management Perceptions
  • Actual Behaviour and Feedback
  • Everything anything that helps
  • Relevance
  • Value Proposition
  • Captures bodies, minds hearts

9
What is Important?
Rank Out of 10
1 Collections 9.54
2 Lending policies 9.41
3 Borrow Service 9.39
4 Holds / Renewals 9.33
5 Hours of access and operation 9.31
6 Check-In / Check-Out 9.23
7 Provide assistance when asked 9.14
8 Catalogue 9.09
9 Really hear what you said 8.99
10 Web site 8.91
10
Whats least Important
Rank Out of 10
40 Inbound Comm devices (Phone, Fax, Modem/TTY ) 7.13
41 Computer S/W Machines 7.12
42 Thank you and invite you back? 6.98
43 Copiers 6.91
44 Access to restricted and for fee services 6.54
45 Internet access 6.32
46 Outbound Comm devices (Phone/Fax, Modem/TTY ) 6.24
47 Listening/Viewing Stations 6.23
48 Printers 6.22
49 Attend events/programs 5.20
11
Attend Events/Programs
12
Attend Events/Programs
Importance
Status not somewhat very RowTotal
student 139343.128.6 95929.721.7 87927.217.8 323122.7
workforce 213834.443.9 215534.748.8 191930.938.9 621243.7
homemaker 29117.96 38223.58.6 95158.619.3 162411.4
educator 35329.87.2 37131.38.4 462399.4 11868.3
retired 46538.79.6 36230.18.2 37631.37.6 12038.5
other 22930.24.7 18924.94.3 34144.96.9 7595.3
ColumnTotal 486934.3 441831.1 492834.7 14215100

13
Recommend
Satisfaction
Status Not Some-what Very RowTotal
student 61521.440.7 117941.125.9 107737.518 287123.9
workforce 54010.535.7 212141.246.6 248848.341.7 514942.8
homemaker 1057.26.9 38826.88.5 9566616 144912
educator 11111.27.3 32632.97.2 55455.99.3 9918.2
retired 849.45.6 33136.97.3 48253.78.1 8977.5
other 578.53.8 20230.14.4 41261.46.9 6715.6
ColumnTotal 151212.6 454737.8 596949.6 12028100
Not Some-what Very RowTotal
85729.446.7 111138.125 94532.415.6 291323.6
58411.131.8 21044047.3 256648.842.3 525442.5
8864.8 37125.28.3 101268.816.7 147111.9
14514.17.9 32431.57.3 55954.49.2 10288.3
878.94.7 32433.37.3 56357.89.3 9747.9
7310.34 21630.54.9 41959.26.9 7085.7
183414.9 445036 606449.1 12348100
14
Analyze / Compare / Prioritize
15
To Find Information
Methods Used
Preferred Method
16
Relative Value, Use Preference
Relative Value
Use
Preference
17
Reason for Preference
This Library
Other Libraries
18
Frequency Years of Use
Frequency
Years of Use
19
SQUIRE
20
Service Priorities
21
Equipment Priorities
22
Benefits of Measurement
  • Improve customer employee loyalty
  • React quickly to changes in the market
  • Identify and capitalize on opportunities
  • Retain or gain share of customers body, mind and
    heart
  • Reduce costs (e.g., turnover or hiring)
  • Maximize investment in changes by knowing which
    has biggest payoff
  • Use the information to secure support and funding

23
Best Practices
  • Top management commitment
  • Continuously Listen and Measure
  • Include Employee perceptions
  • Dont forget the follow-up
  • Link recognition and rewards to Customer
    Satisfaction
  • Identify, measure, and track drivers of
    satisfaction
  • Set customer-based improvement goals
  • Make Plans for operational improvements
  • Support customer satisfaction skills improvement
  • Change corporate hiring practices
  • Benchmark internally and externally

24
Questions?
25
(No Transcript)
26
What is LibSat?
  • PL specific survey questions
  • Continuous
  • Capture responses online, paper/phone
  • Real-time reporting
  • Customized (for each Library)
  • Identity, locations, language, etc.
  • Secure Customer Portal
  • Subscription Pricing

27
Upcoming Announcements
  • Performance Assessment System
  • Performance indicator management and reporting
  • Immediate feedback on KPIs and benchmark rankings
    (no waiting)
  • No re-entry of PI data across collections
  • Service Point specific and System-wide PIs
  • Flexible collection periods (yearly, monthly,
    quarterly, )
  • LibSat subscribers can
  • integrate quantitative PIs and qualitative
    results
  • Perform peer benchmarking using system-wide or
    location specific comparators
  • Additional Tiers of Service for custom PI
    collections
  • Organization specific PI collections and
    historical data
  • Limit access to defined subscriber subsets or
    provide access to all
  • Searchable Directory and Maps of PLs in Canada
    and US (20,000)
  • Auto locator feature and Find nearest location(s)
  • PLs can easily integrate custom searchable maps
    on their web site
  • Currently supports Google Maps and Yahoo!Maps

28
(No Transcript)
29
Collections
30
Policies Relative Importance
31
Importance of Staff
32
Analyze / Question / Hypothesize
33
  • Customer service training
  • Employee Recognition
  • Competency-Based Employee Performance Management
  • Supplier Performance Reviews
  • Customer Communications

34
Priorities
  • Customer Driven
  • Continuous Improvement
  • Minimal need for scarce Resources
  • Increasing Value
  • Available On-demand
  • Responsive

35
A Customer Driven Solution
  • Focus on Public Libraries
  • Not a Generic Product
  • Ongoing Related Product Development
  • Customer Portal
  • Reporting Tools
  • Marketing Support Materials
  • Training and Support Materials
  • Articles
  • News

36
Impact on Existing Clients
  • Limited only by subscriber imagination
  • Impact Analysis (e.g., Pilot projects)
  • Feedback Monitoring
  • Benchmarking
  • Trend Analysis
  • Customer Segment Analysis
  • Goal Setting
  • Collection Development
  • Strategic Plan Development
  • Grant Applications
  • Library Presentations
  • Quality Management
  • Best Practices
  • Customer Expectations/Requirements

37
(No Transcript)
38
Unlimited Reporting
  • Simplified operation
  • Summary reports
  • Custom Filtering
  • Cross tab reports
  • Trend Reports
  • Integrated mapping

39
Advanced Graphics
  • Data Reports
  • Graphs and Charts

40
Response Data Mapping
  • Location Reports

41
Unique Features
  • Customer Comments classification system

42
Special Features
  • Multiple languages

Spanish
French
English
Punjabi
Chinese Simplified
Chinese Traditional
others based on demand
43
Requirements
  • Hardware and Software
  • No hardware or software required
  • Internet connection required to access online
    services
  • Maintenance
  • Core upgrades included free of charge
  • Worry free, secure, uninterrupted service
  • Learning and Training
  • Straightforward, easy-to-use interface
  • No formal training required
  • Time
  • Data analysis
  • Data management (Comment Categorization)
  • Customer contact

44
Start-Up
  • Implementation
  • Service Customization (Branding, Contacts, Links,
    etc.) done by Counting Opinions
  • 1 Sr. Staffer for 8 hrs. recommended for
    co-ordination effort over 3-4 week implementation
    period (or as short as 1 week)
  • 13 Month First Year Subscription
  • Orientation
  • Staff Awareness and Perception
  • Staff Survey Participation
  • Promotion
  • Campaign Planning and Implementation
  • Collateral materials (Posters, bookmarks, banner
    ads, pop-ups)

45
Day-to-day
  • Data Analysis
  • Tracking Progress
  • Identification of Trends
  • Report Customization
  • Response Planning and Implementation
  • Data Management
  • Comment Categorization
  • Internal Reporting
  • Public Reporting
  • Data Entry
  • Paper-based Surveys
  • Customer Contact
  • Preparation and Follow-up
Write a Comment
User Comments (0)
About PowerShow.com