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Improving Customer Satisfaction

Improving Customer Satisfaction. Nancy Gardner Convergys Corporation August 8, 2006. CSAT. What is it How is it measured What methods did we use What were the results. Customer Satisfaction. 1-800-ASK-USPS Every address in the nation represents a customer. Satisfaction measures:

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Improving Customer Satisfaction

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  1. Improving Customer Satisfaction Nancy Gardner Convergys Corporation August 8, 2006

  2. CSAT What is it How is it measured What methods did we use What were the results

  3. Customer Satisfaction 1-800-ASK-USPS Every address in the nation represents a customer. Satisfaction measures: Overall quality of experience Offer menu choices that meet need Instructions are easy to follow

  4. Point of Service Evaluation POSE, a basic survey instrument 5 point scale 1 is very unsatisfied; 5 is very satisfied. (1= 0, 2=25, 3=50, 4=75 5=100) CSAT Index Average of all three questions. Each question weighted equally. No surveys completed directly from Main Menu. Weighted average by volume of calls per application.

  5. Voice-of-the-caller POSE survey verbatim Open-ended caller responses Analyzed 500 calls per application Focused on unsatisfactory responses Classified into categories Identified problem areas Investigated potential self-service solutions

  6. Usability Methods One-on-one interviews Scenario-based usability experimentation Heuristic evaluation Accuracy Low-cognitive load Efficiency & clarity Graceful recovery and error-handling Persona Prompt design Overall quality

  7. “Quick Hits” Easy to implement, i.e. verbiage changes Results: (YTD Average) 69.63% May 70.38% June

  8. Lesson’s Learned

  9. Test Early, Test Often! • Have a survey instrument! • Voice-of-the-caller analysis • Informal interviews • Scenario-based experimentation • Heuristic evaluation … for Improved CSAT

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