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SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results

SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results. Prepared For: and the Resp Org Community Prepared By:. Organization of This Summary. Study Background and Methodology Overall Satisfaction with SMS/800 Services 2000 Survey Results Overall Performance Help Desk

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SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results

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  1. SMS/800 Customer Satisfaction Survey: Summary of Wave Four (2000) Results Prepared For: and the Resp Org Community Prepared By:

  2. Organization of This Summary • Study Background and Methodology • Overall Satisfaction with SMS/800 Services • 2000 Survey Results • Overall Performance • Help Desk • Software Support Group • Data Center • SMT’s Business Representative • Web Site • Conclusion The Taylor Research & Consulting Group, Inc.

  3. Study Background and Methodology • Study commissioned by the SMS/800 Management Team (SMT) in 1997 • Used to track and assess the performance of its four vendor organizations and the SMS/800 Web site • Not designed to evaluate satisfaction with system performance • Telephone methodology; Mostly closed-ended, rating-scale questions • Scale: 1-to-5 (1=Very dissatisfied and 5= Very satisfied) • 2000 was the fourth wave of interviewing • 159 interviews were completed • 79% completion rate • Interview dates: July 17 through October 31, 2000 • Sampling error of +/- 3.8% The Taylor Research & Consulting Group, Inc.

  4. Study Background and Methodology • Significance of satisfaction ratings: • 4.0 to 4.5 is near the upper limit of what can reasonably be expected. • 3.7 to 4.0 indicates general satisfaction but suggests some room for tweaking. • 3.0 to 3.7 ratings present a yellow flag. • 1.0 to 3.0 is indicative of extreme dissatisfaction and presents a red flag. • Direct comparisons of the vendor results should be avoided. The Taylor Research & Consulting Group, Inc.

  5. Overall Performance The Taylor Research & Consulting Group, Inc.

  6. Overall Satisfaction with SMS/800 Services • Overall satisfaction with SMS/800 remains very high. • 83% 4-5 scores vs. just 2% 1-2 scores. • The basis for satisfaction is superior customer service and a workable system that gets the job done. N = 148 The Taylor Research & Consulting Group, Inc.

  7. Overall Satisfaction with SMS/800 Services Agreement with Statement: “SMS/800 gives sufficient attention to my company’s needs.” • A resolute focus on the customer lies behind the strong performance • posted by SMS/800. • 92% strongly or mildly agree v. 7% mildly or strongly disagree with the statement that SMS/800 gives sufficient attention to their needs. N = 148 The Taylor Research & Consulting Group, Inc.

  8. Help Desk The Taylor Research & Consulting Group, Inc.

  9. SMS/800 Help Desk Performance Overall Satisfaction • Overall satisfaction with the Help Desk remains remarkably high. • 98% 4-5 scores (70% 5s)! • Arguably, there is no room left for further improvement. N = 145 The Taylor Research & Consulting Group, Inc.

  10. SMS/800 Help Desk Performance Personnel Evaluations • The Help Desk personnel set the standard for customer service and • satisfaction. • All factors have 94% or higher 4-5 scores. • There is little, if any, room left for improvement. The Taylor Research & Consulting Group, Inc.

  11. SMS/800 Help Desk Performance Performance Evaluations • The Help Desk is more than just quality people—it also gets the job done. • 98% and 97% 4-5 scores, respectively. The Taylor Research & Consulting Group, Inc.

  12. SMS/800 Help Desk Performance Ease of Contacting the Help Desk • Accessibility has largely ceased to be an issue, as Resp Orgs can now talk to Help Desk personnel virtually around the clock. • Though occasionally, hold times could be shorter or could be explained more effectively. N = 144 The Taylor Research & Consulting Group, Inc.

  13. Software Support Group The Taylor Research & Consulting Group, Inc.

  14. SMS/800 Software Support Group Performance Overall Satisfaction • Overall satisfaction with the SSG has improved slightly, aided by some • significant gains made in personnel support. • 78% 4-5 scores vs 3% 1-2. • Satisfaction is buttressed by steadfast appreciation for the system. • Though Resp Orgs seem to be anxiously anticipating the availability of a fully functional GUI. N = 143 The Taylor Research & Consulting Group, Inc.

  15. SMS/800 Software Support Group Performance Personnel Evaluations • Past concerns about the SSG’s personnel support seem to have gone • largely by the wayside. • The gains made have come in critically important areas where the gap between expectations and performance was widest in 1999. MGI Users Only The Taylor Research & Consulting Group, Inc.

  16. SMS/800 Software Support Group Performance Quality of System Application Software • The old 3270 interface is antiquated, hard to learn, and even harder to master, but most concede that it continues to get the job done—which is what matters most. • All means at or above 4.0. • 66% or greater 4-5 scores for all eight factors. The Taylor Research & Consulting Group, Inc.

  17. Data Center The Taylor Research & Consulting Group, Inc.

  18. SMS/800 Data Center Performance Overall Satisfaction • The SMS/800 Data Center continues to perform at the upper limits • of what might be expected. • 93% 4-5 scores (57% 5s). • All 13 factors have means over 4.0. N = 136 The Taylor Research & Consulting Group, Inc.

  19. SMS/800 Data Center Performance Personnel Evaluations • Evaluations of the support provided by the Data Center personnel • have remained extremely positive and leave little room for • improvement. • Exemplary customer service does much to soothe what irritation exists as a result of the few remaining systems issues. The Taylor Research & Consulting Group, Inc.

  20. SMS/800 Data Center Performance Performance Evaluations • The Data Center’s performance scores have rebounded in 2000 from • the declines suffered in 1999. • The key to these gains has been increased link reliability, which has contributed to the overall accessibility and reliability of the system. The Taylor Research & Consulting Group, Inc.

  21. SMT’s Business Representative The Taylor Research & Consulting Group, Inc.

  22. SMT’s Business Representative Performance Overall Satisfaction • The Business Rep continues to function within Resp Org expectations. • 80% 4-5 scores vs. just 2% 1-2. • All 13 Business Rep factors have means of 4.0 or higher! N = 109 The Taylor Research & Consulting Group, Inc.

  23. SMT’s Business Representative Performance Personnel Evaluations • After having made significant gains in 1999, the group’s personnel • scores have dropped in 2000. • Some attribute this to understaffing. • There may also be confusion about the group’s function. • In the end, however, the scores remain very solid. The Taylor Research & Consulting Group, Inc.

  24. SMT’s Business Representative Performance Performance Evaluations • Most Resp Orgs think the Business Rep is doing a decent job of working and communicating with the industry and attending to the needs of Resp Orgs. • 75% or better gave the Business Rep 4-5 ratings for these three factors. The Taylor Research & Consulting Group, Inc.

  25. SMT’s Business Representative Performance Usefulness of Information Provided • Also positive is the fact 91% of Resp Orgs think the information • the Business Rep provides is at least somewhat useful. • Two topics about which they would like considerably more information are the GUI rollout and SMS/800’s plans for the release of 855. N = 106 The Taylor Research & Consulting Group, Inc.

  26. SMT’s Business Representative Performance Billing Support • Undoubtedly the most positive development for the Business Rep is • its continued improvement in the area of billing. • In two years, this has gone from being a major source of Resp Org dissatisfaction to a strength. The Taylor Research & Consulting Group, Inc.

  27. SMS/800 Web Site The Taylor Research & Consulting Group, Inc.

  28. SMS/800 Web Site Overall Satisfaction • Resp Org satisfaction with the SMS/800 Web site has generally continued to improve. • 72% 4-5 scores vs. just 3% 1-2 scores. N = 119 The Taylor Research & Consulting Group, Inc.

  29. SMS/800 Web Site Awareness of/Visits to Site • Both awareness and use of the site are growing. • This is a significant development, because satisfaction appears to increase in line with usage. N = 142 N = 149 The Taylor Research & Consulting Group, Inc.

  30. SMS/800 Web Site Site Performance • Satisfaction with most aspects of the site has increased. • The weak area for the site continues to be its user-friendliness. • Users want more detailed menus and better search capabilities, so they can locate information with minimal time and effort. The Taylor Research & Consulting Group, Inc.

  31. Conclusion The Taylor Research & Consulting Group, Inc.

  32. Conclusion • The 2000 survey results show that SMS/800, as a whole, continues to perform quite effectively in the eyes of Resp Orgs. • All five vendor organizations performed well. • Improvement in many areas, often key areas where the threat to satisfaction was noted to be great in 1999. • Primary strengths are customer service and the ultimate effectiveness of the SMS/800 system (it’s not easy to use, but it is effective). • Primary weaknesses are the user-friendliness of the system and communications within SMS/800 and between SMS/800 and Resp Orgs. • The results do not suggest any areas where major adjustments or fixes will need to be made in 2001. • Most suggestions for improvement are efforts to fine-tune an already well-oiled machine. The Taylor Research & Consulting Group, Inc.

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