1. Using Customer Service Data for Continuous Improvement
Gina Montague

2. 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.

3. Infinite Campus
Blaine, Minnesota

4. 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

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

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

7. 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

10. 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

11. Customer Satisfaction Score
Goal is 95%

12. 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.

13. 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)

14. Did the Lessons Learned Work?
Timeliness – biggest issue.

15. 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

16. 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?

17. Achievement Tokens for Customer Satisfaction

18. 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?

19. 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.

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

21. Target Improvement by Location
Localized – state reporting

22. Target Improvement by Time of Year

23. Target Improvement by Priority/Severity
DDoS attacks

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

25. 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

26. 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.