1. Future Portfolio of Products & Services
Customer Focus Project
Future Portfolio of Products & Services
News Hooks
Indicators Dashboard
Business Market Tool
Iwi Reports
Standard Iwi Datasets
Access to Unit Record Data
For Māori
Interactive Topic Summaries
Analytical Insight Reports
Configurable Topic-based Datasets
By topic
Interactive Place Summaries
Configurable Place Datasets
By area
Information Help Desk
Notification Service
Pre-publication Access to Data
Continuous Data Feed
Customised Data Requests
Services
Support for Developing NSOs
Data Provider Support
Data & Statistical Advice
Low
High
Complexity
New
Change to existing
Existing

2. Customer Value from Customer Intelligence
Offer the right things…
in the right place & way..
then stimulate use & track value
Customer Intelligence
Information needs & intended use
Delivery & interaction preferences
Actual awareness, use & satisfaction
Corresponding Action
Align products/ services
Refine delivery approaches
Market to & engage customers

3. Product/service Value Framework
Measuring Customer Value ($)
Precursors to Value
Indicators of Value
1. Awareness
2. Access
3. Use
4. Satisfaction
The extent to which target customers know about the product/service we offer, or find them through normal enquiry methods.
The number of customers that went to the product/ service – definitions of access can vary by product/service (e.g. web page landings)
The number of customers that continued on to actually use the product/service – definitions of use can vary (e.g. downloaded data)
The extent to which customers’ needs & expectations were met – reflects total customer experience including navigation, design, features, data, staff etc.
% of target segment
# / month
# / month
Net Promoter Score
Marketing
Channels
Navigation
Design
Features
Data
Interaction

4. Product/service dashboard (mock-up) (fictitious figures)

5. The Net Promoter Score
Q1. How likely are you to recommend `(product/service/channel) to a friend or colleague?
Promoters
Passives
Detractors
7 Sep 2015

6. Some initial measurement
86%*
Benchmark 40%
58%
42%
16% 6%
-19%**
Info Help Desk
Customised Data
Web Help Chat
Subscriptions
Release Notifications
Website
* Customers surveyed were those the Info Help Desk spent more time with based on a need for more personalized information.
** Survey placed on 26 pages across customer segment representative areas of the website.
7 Sep 2015

7. Score breakdown
7 Sep 2015