Book Measuring Customer Satisfaction

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3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call.

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Nội dung Text: Book Measuring Customer Satisfaction

Measuring Customer Satisfaction Research and Planning Unit - Aug. ‘03
Measuring Instruments & Tools Metric Must: Measure Overall Level of Satisfaction Measure Satisfaction With Service Components Measure Satisfaction By Program Type Be Customer Centered Let consumers tell you what they want Measure consumer autonomy Provide Actionable Recommendations
Examples I&A/R Elder Helpline User Satisfaction Home & Community Based Services
HELPLINE USER SATISFACTION MODEL COMMUNICATION CUSTOMER SERVICE EFFICIENCY & CHARACTERISTICS RELIABILITY PROFESSIONALISM OF THE INFORMATION OVERALL SPECIALIST CUSTOMER SATISFACTION VALUE OF THE INFORMATION & REFERRAL HELP PROVIDED
HELPLINE CONSUMER SATISFACTION SURVEY I&A QUALITY MEASURES SERVICE SCALE-MEASUREMENT CHARACTERISTIC VARIABLES 1. Communication services' Call answered by voice mail or person, busy signal, time efficiency and reliability to get through, quickness of answered call, understanding voice mail instructions, leaving a message. 2. Professionalism of the Listening to consumer call, understanding what the consumer information specialist needs, and Information and referral explanation. 3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call. 4. Overall consumer Satisfaction with the way call was handled, and recommendation satisfaction of referring the service to a friend or colleague.
SERVICE EFFICIENCY AND RELIABILITY AVERAGE QUALITY SCORES (Percentage of Respondents) AVERAGE SURVEY QUESTIONS SCORES When you called the Elder Helpline last week, did you get a non-busy signal? 96% Was your call answered quickly? 92% Was the phone answered by a person? 93% Did you understand the voice mail instructions? (for those that apply) 81% I did not have to leave a message 89% Overall average quality score for efficiency and reliability 90%
INFO RM ATIO N SPECIALIST EVALU ATIO N AVERAGE Q U ALITY SCO RES (Percentage of Respondents) AVERAGE SU RVEY Q U ESTIO NS SCO RES O verall, did you feel that the person(s) w ho talked w ith you listened carefully to w hat you w anted? 97% O verall, did you feel that the person(s) w ho talked w ith you understood w hat you w anted? 97% D id he/she explain things to you in a w ay that you could understand? 96% O verall average quality score for inform ation specialists 97%
VALUE OF I&R HELP PROVIDED AVERAGE QUALITY SCORES (Percentage of Respondents) AVERAGE SURVEY QUESTIONS SCORES Overall, did you receive the information from the Elder Helpline that you were looking for? 87% Did you contact them? 79% Did you start receiving services from any of the places you were referred? 50% Percent of callers that made 1 or 2 calls to get information needed (avg)? 80% Do you expect that the information you recived from the Elder Helpline will be helpful in resolving the issue you call for? 90% Overall average quality score for referral help and utilization 77%
OVERALL E RIE XPE NCE AND S S ATISFACTION AVERAGE ITE S MS CORES (Percentage of Respondents) AVERAGE SURVE QUE TIONS Y S SCORE S Overall, how satisfied were you with the way your call was handled? 90% Would you recommend this service to a friend or colleague who needs 92% the kind of information and assistance you did? Average score for overall experiences and satisfaction 91%
The Consumer Commandeth: RELATIVE FREQUENCY OF SUGGESTIONS (Percentage of Respondents With Suggestions) Specialist should be more knowledgeable 36% Timely return of calls 20% Try to answer all questions on first call 12% Eliminate voice mail 8% Increase hours of service 4% All other 20% 0% 5% 10% 15% 20% 25% 30% 35% 40%
Conclusions Overall consumer satisfaction is high but can be improved. Most important factor in consumer satisfaction is the information specialist professionalism. Consumers rated high the information specialist and the ease of access, however, The end product “the value of the information provided” needs improvement. This item presents most potential for improvement.
HCBS Customer Satisfaction Survey Results 2003 CUSTOMER SERVICE QUALITY CHARACTERISTICS SERVICE QUANTITY OVERALL FRIENDLINESS OF THE CUSTOMER SERVICE PROVIDER(S) SATISFACTION RELIABILITY OF THE SERVICE PROVIDED
Consumer Satisfaction with Services CSI Case Management CSI Personal Care CSI Homemaker CSI Home Delivered Meals CSI All Four Home Services 80 81 82 83 84 85 Consumer Satisfaction Index
Select items – HDM Customer Satisfaction HDM happy with number 97% Meals are great 61% Often meals are so bad I don’t eat them 71% Quality index HDM 83%
Consumer Satisfaction With Service Characteristics 100 Quantity 90 Quality 80 Relationships 70 Dependability Overall 60 50 HDM Homemaker Case Personal Care Management
Consumer Satisfaction by Program & Service Characteristics All Services 100 Quantity 90 Quality Relationships 80 Dependability Overall 70 60 Other Programs MedWaiver
Consumer Satisfaction With Measured Services by Program 90 85 80 75 70 All HDM Homemaker Personal Care Case Management Other Programs MedWaiver
Consumer Satisfaction with Case Management by Program 100 90 80 70 60 50 Overall Dependability Relationships Quality Quantity MedWaiver Other Programs
Consumer Satisfaction With Home Delivered Meals by Program 95 90 85 80 75 70 65 60 Overall Dependability Quality Quantity MedWaiver Other Programs
Consumers Want Choices CSI by desire for more choice 90 85 80 75 70 65 All HDM Homemaker Personal Care Case Management Would Like More Choices Other Consumers