1 / 5

Customer Service 2005 - Experiences of Statistics Finland

Customer Service 2005 - Experiences of Statistics Finland. 3rd Nordic Marketing Conference 14th June 2005, Helsinki Jaana Andelin. Statistics Finland’s goals as the basis of the survey.

davida
Télécharger la présentation

Customer Service 2005 - Experiences of Statistics Finland

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Service 2005 - Experiences of Statistics Finland 3rd Nordic Marketing Conference14th June 2005, Helsinki Jaana Andelin

  2. Statistics Finland’s goals as the basis of the survey • To develop the survey to correspond to Statistics Finland’s customer relationship management strategy and find out how we have succeeded in producing value for customers amongst different customer groups • To measure customer satisfaction and the strength of customer relationship and to follow their development • To produce information in a systematic and measured way about how customers assess • Statistics Finland as a co-operation partner and provider of services in its field • Statistics Finland’s products and services • To identify improvement and development targets and strong areas for Statistics Finland’s activity from the customer viewpoint • To prepare reporting so that the results could be utilised as easily as possible for developing the activity on the organisation’s different levels Jaana Andelin

  3. Implementation of the survey • Random sample of 1,031 contact persons from CRM-system Applix. • Information by email from SF to all respondents beforehand (6.4.2005) • Invitation by email from the research partner, Add Value Ltd. This email included an individual link to get to web questionnaire. (12.4.2005) • Data collection was implemented via Internet in two weeks (12.4. – 26.4.2005.) • Respondents who had not answered were reminded two times (18.4, 22.4.2005) • 46,1 % replied • Presentation of the report to SF’s directors and whole personnel (23.-24.5.2005) • Presentations and discussions both in customer segment teams and in divisions of SF (3.6.2005--) • Main challenges 1.6.2005 - 1.6.2007 are to communicate and benefit the results in SF Jaana Andelin

  4. L Jaana Andelin

  5. Results and findings • Strengths to be maintained • Development areas • Improvements and impairments (compared with 2003) • Main results according to background groups • Ability to meet customer benefit expectations, strengths and development areas by segment • Changes in results by background group • Segment-specific results proved to be especially valuable • Further clarification and comments from open questionsThe overall estimate of 3.50 for Statistics Finlandas a provider of information services, on a scale 1 -5, is quite good! Jaana Andelin

More Related