fusion 13: session 706 continual service innovation using surveys and metrics to improve service...
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SESSION 706 EDDIE VIDAL – UNIVERSITY OF MIAMI
Continual Service Innovation: Using Surveys and Metrics to Improve
Service Delivery
• Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to
use metrics. • Templates
Takeaways
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• Surveys to improve Service Delivery • Call Monitoring to improve Customer
Service • Incident Tracking to improve processes,
documentation and knowledge base
What do you measure now?
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Employee Surveys
@eddievidal
• What is not defined cannot be controlled. • What is not controlled cannot be
measured. • What is not measured cannot be
improved.
Define | Measure | Improve
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• Introduction of something new original or important
• A new idea, method, or device • Better solutions • Doing things different
Innovation
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Lencioni Model for Team Effectiveness
Inattention to Results
Avoidance of Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust 10
First Attempt • Kept it simple • 5 questions • Phone calls by students • 105 surveys
Surveys at the U
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• Different department & role
• Expanded reach • Created SharePoint
Incident and Request form
• 238 surveys • 3 or below, take action • Positive comments
shared on monthly basis
Surveys at the U
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Customer Surveys
1. Overall quality of IT Support Center Staff? 2. IT Support Staff handling my problem was
knowledgeable? 3. IT Support Staff handling my problem was
courteous and professional? 4. Incident was resolved to my complete
satisfaction? 5. Resolution of your incident completed in a
timely manner?
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Survey Results
Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13
Customer Satisfaction with 1 (Very
Dissatisfied) 2
Dissatisfied 3 Neutral 4
Satisfied 5 (Very
Satisfied)
Total Satisfaction (Combined
4/5 Percentage) Mean
The courtesy of the representative 1% 0% 3% 4% 91% 96% 4.79
The technical skills/knowledge of the representative? 1% 0% 3% 6% 89% 95% 4.81
The timeliness of the service provided? 1% 3% 3% 5% 87% 92% 4.73
The quality of the service provided? 1% 2% 3% 4% 90% 95% 4.82
The overall service experience? 2% 1% 2% 8% 88% 95% 4.85
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Courtesy Knowledge Timeliness Quality OverallService
UM 96 95 92 95 95HDI 97 95 92 94 93Education 96 94 92 93 92Healthcare 97 96 94 95 94
89909192939495969798
Surveys Comparisons
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Surveys Comparisons
Overall Survey Results USS HDI Education HealthcareThe courtesy of the analyst 97.5% 97% 96% 97%The technical skills/knowledge o 96.5% 95% 94% 96%The timeliness of the service pro 95% 92% 92% 94%The quality of the service provide 96.6% 94% 93% 95%The overall service experience 96% 93% 92% 94%
Overall Mean scores USS HDI Education HealthcareThe courtesy of the analyst 4.87 4.84 4.82 4.87The technical skills/knowledge o 4.83 4.78 4.74 4.82The timeliness of the service pro 4.75 4.69 4.68 4.74The quality of the service provide 4.83 4.76 4.72 4.8The overall service experience 4.8 4.72 4.69 4.77
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Write a blog, write
something!
Celebrate Your Success
University of Miami User Support Services scores higher customer satisfaction ratings than 2012 HDI Customer satisfaction benchmarking
study report.
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• New department • All of UMIT • New ITSM tool • 1 out of 10 • 11% response rate • Started July 12, 2013 • 800 Surveys received as
of Oct 8th
Surveys at the U
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• Dramatic Effect = Partnership • Start inside - UMIT Partnership • Move outward - Business Partnership
– Contacting the Customer – Listen – Make a change based on feedback – Advise customer change made – Correct broken processes
Simple Changes
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Courtesy Knowledge Timeliness Quality OverallService
UM 91 91 88 90 90HDI 97 95 92 94 93Education 96 94 92 93 92Healthcare 97 96 94 95 94
828486889092949698
Next Steps - Today
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• Propose Operational meeting to review • Review Results
– Beginning to current – Last 30 days – Last week – Focus on 3 or below – Strive for 5 and celebrate!
• Departmental Breakdown = Breakdown Silos?
• Benchmark – Implement - Improve
Next Steps
Define – Measure - Improve 24
• Friendly Competitions between departments
• Gamification • Share results with Customers
Next Steps
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• Recognize Rock Stars • Learn from departments doing well • Coaching opportunities • Align with the Business
Benefits & Value
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• Use surveys for rewards, recognition and annual performance review
• Meet with business partners once a week • Share survey with outside
vendors/partners
Other Organizations
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FUSION surveys
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What does FUSION do
with their surveys?
Other Organizations
29 Courtesy of Gina Montague – Infinite Campus
• What do we do with the feedback? We carefully review all survey results as soon as they arrive. Survey results are
shared with staff and are used for coaching and kudos. We want you to know how we are doing, too. Every month we will update
this site with our latest customer satisfaction score.
Infinite Campus
30 Courtesy of Gina Montague – Infinite Campus
Align Results
Job Knowledge
Quality of Work
Productivity
Customer Service
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Quality
• Ticket Accuracy Review – Has the customer been contacted within 24 hours? – Are the diary entries user friendly? – Has the customer been kept in the loop? – Was customer sign-off obtained?
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Ticket Evaluation Template
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Call Monitoring
• Greeting the customer • Key points during the call • Ending the call • Behavioral Questions
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Call Monitoring Score
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Taking it to another level
• Use an incident for same call • Follow the trail from beginning to end • To post or not to post? • Create competition
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• Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to
use metrics. • Templates
Takeaways
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Thank you for attending
Contact Information Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu http://www.linkedin.com/in/eddievidal
@eddievidal
Please Complete the Session Evaluation
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