Customer Journey
Transcript: 11th April 2013 Genuinely customer-centric feedback Expectations and Perceptions There is a formula for satisfaction... The longer we run this, the more we can improve our service and reach consistently high levels of satisfaction Tailors to each service The benefits... Jan 2012 “How would you improve the levels of satisfaction to the customers of Lincolnshire through the CSC within an austere financial environment.” We're 10 days in and you should have had some progress... The Journey We're great!! Daniel Taylor Adaptive Future Looking & Innovative Industry Leading in Local Government Handled in-house Opportunity for staff Infrequent enough that it can be a controlled impact 3 key elements Customer expectations and our own Qualitative and quantitative feedback Manageable and relevant Orientated towards each service Wealth of quality MI for future service decisions The practicalities... No money Need to be organised Business Support approach - share the workload Opportunities for staff It's our process, for Lincolnshire's needs. Repeat. Adapt. Perfect. ...but everyone else is great too! Feb 2012 What has happened since we last spoke? How satisfied are you with the overall experience out of 10 More/Less satisfied - In a sentence - Why? (yes, we also look at an Advisor level too) (noting that this part isn't needed for all services...) The start of the experience for those that say "yes!" Flexible call back time, but push for same day. After 5pm for non-professionals. The goal is day 1 experience here. E-form based: Rate your expectations of service out of 10 How satisfied were you at the end of the call out of 10 More/Less satisfied - In a sentence - Why? First time user of the service or repeat user? Quarterly basis Customers contact the CSC (telephony only initially) For a week we ask all customers if they'll help us improve by giving 30 second feedback about the call they've had and again, later, with how things progress Business Operations Manager Presentation The conclusion of the experience (?) for those that said "yes!" The logic... - Metric information will still be used - Emphasis on qualitative & constructive feedback - Adaptive to every customer's requirements & every service I'd Welcome Any Questions... Thank you for listening.