1. 2008 Government Contact Center Satisfaction Index Presented by Sheri Teodoru CEO, CFI Group

2. American Customer Satisfaction Index • The only uniform measure of customer satisfaction in the U.S. economy, covering more than 200 companies and federal and local government agencies • Tracks performance over time • Benchmarks against other organizations and industries

3. x1 lx1 y1 ly1 lx2 x2 x1 b1 ly2 x3 lx3 y2 h1 x4 lx4 ly3 y3 b2 lx5 x5 x2 x6 lx6 = l x + d x , for i = 1,2,3 t = 1,2 i i xi t = l h + e y , for j = 1,2,3 1 j yj j h = b x + b x + z 1 1 1 2 2 1 ACSI Methodology (U.S. patent No. 6192319 B1) Quantifies cause-and-effect relationships between drivers of satisfaction and desired outcomes

4. The Contact Center Satisfaction IndexApplies ACSI Methodology to Contact Centers • Government agencies measured include, but are not limited to: • Internal Revenue Service • Social Security Administration • State Department • Medicare and Medicaid • Department of Veterans Affairs • National Park Service • State and Local Agencies • 2,200 participants; 500 government • Over 100 companies; ~20 agencies • Web-based survey • Data collected March 2008 • Respondents had called a contact center in the last 30 days • Commercial industries measured: • Banking • Retail • Insurance • Cell phone • Cable and Satellite • PCs

5. Topics for Today • Which organizations excel? • The impact of Customer Service Representatives on satisfaction • Issue resolution – as important as we think? • Multi-channel service • Contact center measurement best practices

6. 70 Government Aggregate 72 Commercial Aggregate 78 Hotel 76 Retail Insurance 75 Cell Phone Service 72 Bank 71 Personal Computer 69 Cable or Satellite TV 66 Government vs. Commercial Industries Note: Scores can range between 0 and 100.

7. Call Center Satisfaction (CCSI) Overall Satisfaction (ACSI) Contact Center Vs. Overall Scores 70 Government Aggregate 68 72 Commercial Aggregate 75 72 Federal Government 68 67 State and Local Agencies 68

8. 72 Federal Government 68 73 IRS 59 Call Center Satisfaction (CCSI) 71 Overall Satisfaction (ACSI) Social Security 72 64 Medicare/Medicaid 72 Contact Center Vs. Overall Agency Scores

9. Customer Service RepresentativesGovernment Aggregate Customer Service (Overall Score) 74 Representatives Speaking in an 77 understandable manner 76 Courteousness Attributes 75 Knowledge Effectiveness in 73 handling your issue 72 Interest in helping you

10. Customer Service 74 (Overall Score) 77 Representatives Speaking in an 77 understandable 78 manner 76 Courteousness 81 Government Aggregate 75 Knowledge Attributes 76 Commercial Aggregate Effectiveness in 73 73 handling your issue 72 Interest in helping you 77 Customer Service RepresentativesGovernment Vs. Commercial Aggregate

11. What Is Driving Satisfaction? Speaking in an understandable manner CSR Demeanor 75 77 Courteousness 76 1.9 72 Interest in helping CCSI 75 2.4 CSR Knowledge 74 Knowledge 75 Effectiveness in handling issue 73

12. % Unresolved Issues Government 21% Aggregate Commercial 18% Aggregate Federal 21% Government 20% State and Local Issue Resolution

13. CCSI Score 70 79 42 Impact of Issue Resolution

14. % Unresolved Issues IRS 13% Medicare & 31% Medicaid Social Security 32% Administration State and Local 20% Federal 21% Government Issue Resolution - Government

15. CCSI by Total Times Called 86 75 73 42 1st Call 2nd Call 3rd Call Still Unresolved Resolution Resolution Resolution First Call Resolution

16. Internet or website 79% Visiting in-person 19% U.S. mail 19% Other 5% Multi-Channel AttemptsGovernment Aggregate Before calling, 42% of customers tried to resolve their issues via other channels: Only 27% of private sector customers tried another contact method first .

17. Keep it short and sweet Don’t ask 20 minutes of questions about a 5-minute interaction Use a scale that detects change ACSI’s scale is ideal for customer satisfaction measurement Design the survey with the end in mind Make sure measurement used as learning tool – not a torture device From Sprint CSR: “You will probably get a survey, please give me all 5s. And remember, this isn’t about Sprint, it’s about me.” Use the right analytic tools Need to understand cause-and-effect Correlation is not enough, and can be misleading Contact Center Measurement Best Practices

18. You can’t manage what you don’t measure Incorporate the Voice of the Citizen into performance metrics Measure what matters Operational metrics are necessary, but not sufficient Customer perceptions ARE reality Make sure the analysis tells you what you need to know and not what you want to hear Summary

19. Questions? • For more information contact: • Rick Tate • Senior Consultant –Government Practice • CFI Group • (678) 581-2396 • rtate@cfigroup.com • Ron Oberbillig • COO • Federal Consulting Group • (202) 504-3656 • ron.oberbillig@bpd.treas.gov • Susan Grow • Performance Management Consultant • Federal Consulting Group • (202) 504-3646 • Susan.Grow@bpd.treas.gov