Using Customer Service Data for Continuous Improvement Gina Montague

What will you get out of this session? Case study will share; Lessons learned. IDEAS on how to commit to customer satisfaction and make it part of your culture. Ways to turn customer feedback into actionable insight to drive continuous improvement.

Infinite Campus Blaine, Minnesota

Infinite Campus Support Team Team of 40 No tiers; work in small teams based on product modules Provide external support to k12 education 2013 winner of HDI’s Team Excellence Award for external support

Support Methodology HDI: Support Methodology Outcomes – leading vs lagging HDI: Support Methodology

ASK – how many measure customer satisfaction? What methods? *McKinsey: Customer experience: Creating value through transforming customer journeys

Customer Satisfaction Surveys Implemented February 2011 Goal = 95% customer satisfaction A survey is sent for all closed cases Unless… Customer has received a survey in the last 30 days Customer has opted out We do NOT send a survey for bug issues

Immediate Feedback Survey results go directly to the leadership team for review. Coaching & kudos is passed along within 24 hours. Each team gets their own results

Customer Satisfaction Score Goal is 95%

1st Year Lessons Learned Timeliness Cause: Cases for other teams needed to be qualified by Campus Support prior to being routed. Process Change: Incoming new customer cases for Hosting, Training, Custom Dev, and Data Services are now routed to those teams.

1st Year Lessons Learned Quality Cause: We were closing cases prior to verifying the issue was resolved to the customer’s satisfaction. Process Change: 3x10 process implemented; 3 customer follow-ups within 10 days (after placing a case in a Pending Customer Verification status)

Did the Lessons Learned Work? Timeliness – biggest issue.

How we use the Survey Results Reports Monthly Team stats updated on wallboard Shared with team managers Quarterly Shared with staff and account managers Yearly Updated once a year on corporate site for customers

How we use the Survey Results Recognition Monthly Team gets bagels if we hit our 95% goal Individuals who achieve 98% are entered into a drawing for a $25 Campus Store certificate Quarterly Individuals who achieve 98% for the quarter go to a team lunch and receive a token for their picture frame Annual Individuals who achieve 98% for the year receive go to a team fancy-pants lunch and receive a token for their picture frame Is anyone doing anything for recognition?

Achievement Tokens for Customer Satisfaction

We Hit our Goal – We are Good, right?! Should we quit because we hit our goal? Should we raise our goal because we hit it?

Continuous Improvement Evaluate the Data for Trends Support rep Team Customer/state Priority Time of year (our busy season is during the fall) Product module Type of issue (bug, question, request) # days to resolve issue, etc. Treat it as a work in progress – keep digging into the data. Know your trends, goals, expectations.

Target Improvement by Rep Do they need additional training? Do they have difficult customers? Is it a process issue?

Target Improvement by Location Localized – state reporting

Target Improvement by Time of Year

Target Improvement by Priority/Severity DDoS attacks

Stats to Monitor Over 10% response rate = sound data Too many surveys? What time of day do you send your survey?

How SATISFIED are Customers? 2011 2012 2013 2014 2015 2016 5 – Extremely Satisfied 82% 88% 87% 86% 4 – Satisfied 11% 9% 8% 3 – Neutral (ok) 4% 2% 3% 2 – Dissatisfied 1% 1 – Extremely Dissatisfied

Key Takeaways Keep the survey quick & simple. Respond promptly to negative customer feedback. Share the feedback (promptly) with staff for coaching & kudos. Discuss and incorporate lessons learned. Reward achievements. Dig deep and analyze the data to find improvement opportunities. Customer satisfaction should be part of your culture – not just something you do on occasion.