Leveraging Satisfaction Survey Data to Improve Service Levels to Customers and Increase Business Efficiencies

摘要

1. Survey (questionnaire design) provides insight to increased understanding of customer expectations2. Data formats and tools facilitate root cause analysis and identification of action items to drive improved service levels and operating efficiencies.3. Quarterly Workshops and other meetings have increased communication and knowledge sharing to overcome the challenges associated with both:3.1 Centralized and Decentralized service centers3.2 Geographic / cultural difference4. Increased understanding of customer expectations and targeted action to improve performance has resulted in significant Year-over-Year improvement in customer satisfaction in the American Water contact experience.5. Define the desired outcome6. Identify the role that research can and should play7. Consider the value of a cross-function team8. Align survey questions to your brand promise, performance management and processes9. Map survey questions to the customer experience10. Identify priorities of action from the customers' perspective11. Determine the right data access levels and channels12. Establish a communication plan13. Facilitate knowledge sharing 14.TAKE ACTION.