using ics to support service performance

Institute of Customer Service

Bob Winnington

Account Director

Traveline 9th September 2010

service-profitability cycle

Investment in People

Increase in service excellence

Increase in customer loyalty

Less resources required to manage and

recruit

Increased profit and efficiency

ics model

here to help…

• networking / events/ study visits• authoritative voice – research• share best practice• professional development for individuals• benchmarking organisational improvement• accreditation – organisations & individuals• forward thinking• demonstrate customers are at the heart of

your business• improve efficiencies • improve customer service

Institute of Customer Service

ICS ServiceMark

by assessing service commitment & delivery

how is it achieved?

how does it work?

Overall ServCheck Index =>65 and all Dimensions score >60 =

Overall customer satisfaction measurement =>65 =

Independent assessment =

why measure customer satisfaction?

• when you’re on a journey, you need to know:– where you are– where you want to be

• action without satisfaction

= wasted resource

Institute of Customer Service

ICS ServCheck

50+

People

Online

survey

Vertical

slice

Online

reports

ServCheck

Index

ICS ServCheck

Institute of Customer Service

UKCSI

UKCSI results

75.6

80.280.280.0

79.377.477.2

76.775.3

72.372.272.1

70.069.6

77.777.276.9

75.3

50 55 60 65 70 75 80 85 90 95 100

UKCSI

Retail (food)Services

Retail (non-food)Tourism

AutomotiveFinance (insurance)

LeisureFinance (banks)

TransportTelecommunications

Public Services (local)Public Services (national)

Utilities

Northern IrelandScotland

WalesEngland

Jul-10

Jan-10

satisfaction scores

7.87.7

7.87.7

7.3

7.77.3

7.67.6

7.47.8

7.67.7

7.8

7.57.4

5.34.9

7.47.5

3 4 5 6 7 8 9 10

Staff appearanceHelpfulness of staffFriendliness of staffCompetence of staff

Treated like a valued customerReputationPrice/cost

Product/service qualityBilling

Continuity of staffProduct/service range

Information/adviceEase of doing business

TangiblesHandling of enquiriesBeing kept informed

The outcome of the complaintHandling of the complaint

Speed of serviceOn time delivery/solution

Professionalism

Quality & Efficiency

Ease of doing business

Problem solving

Timeliness

change from Jan 10

0.10.1

0.00.0

0.1

0.10.1

0.10.10.1

0.00.00.0

0.10.1

0.0

0.00.00.0

0.0

0.00 0.10 0.20 0.30 0.40 0.50

Staff appearanceHelpfulness of staffFriendliness of staffCompetence of staff

Treated like a valued customerReputationPrice/cost

Product/service qualityBilling

Continuity of staffProduct/service range

Information/adviceEase of doing business

TangiblesHandling of enquiriesBeing kept informed

The outcome of the complaintHandling of the complaint

Speed of serviceOn time delivery/solution

Professionalism

Quality & Efficiency

Ease of doing business

Problem solving

Timeliness

top two organisations by sector (number of organisations base >10 in brackets)

50 60 70 80 90 100

MazdaHonda

First DirectThe co-operative bank

BUPASAGA

your local restaurantyour local fish & chip shop

Your local Ambulance ServiceGP surgery / health centre

The Identity & Passport ServicePost office

WaitroseMarks & Spencer (food)

John LewisLloyds Pharmacy

your local hairdresseryour local electrician

O2T-Mobile

SAGA HolidaysVirgin Holidays

EurotunnelVirgin Atlantic

Scottish and Southern Energy (SSE)Severn Trent Water

Automotive (15)

Finance (banks)(12)

Finance (insurance) (17)

Leisure(18)

Public Services (Local) (4)

Public Services (National) (7)

Retail (food) (10)

Retail (non-food) (18)

Services (18)

Telecommunications (9)

Tourism (14)

Transport (14)

Utilities (10)

Institute of Customer Service

ics websitesinstituteofcustomerservice.com

nationalcustomerserviceweek.com

We help you to:

instituteofcustomerservice.co.uk

• deliver excellent service

• get ahead of your competitors

• keep your customers satisfied

• motivate your employees

• build an enviable reputation

leading customer service performance and professionalism