1. Sample Customer Satisfaction Survey Results
Q1 2017

2. Opening & Agenda
Why we’re here
What we’ll cover

3. Opening & Agenda Why we’re here
Review customer satisfaction survey results from Q1
What we’ll cover
Trends in our customer satisfaction data
Issues affecting our score
Suggested improvements
Q&A

4. Customer Satisfaction Data
Previous quarters
Current quarter

5. Customer Satisfaction Data
Score is based on approximately 3,000 customer respondents each quarter

6. Highlighted Questions & Comments
Choose questions and comments that clearly demonstrate customer frustration with wait times

7. Highlighted Questions & Comments
“I’ve never been on hold so long in my life!”
“Do they only have 1 rep working the phones??”
“Based on my recent experience waiting 27 minutes, I’m seriously considering switching to a competitor.”
“Phone menu options very complicated and difficult to navigate.”
“Unacceptable wait times.”

8. Problem - Current Phone System
Age of system
Capacity
Average wait time

9. Problem - Current Phone System
Age of System:
Last upgraded 12 years ago
Capacity:
Up to 25 customers at a time Need ability to handle double that due to recent product launches
Average Wait Time:
20+ minutes Industry standard is 5 minutes or less

10. Proposal
What I want us to do, how much it will cost, what rollout will look like, any down time, other issues to consider

11. Proposal Invest in CallDoc support center phone system
$7,000 investment
2-days of downtime, can be installed over a weekend to reduce customer impact
Plan includes triple the capacity we currently have, gives us room as we continue to grow our product line

12. Q&A
Time for questions and discussion

13. Q & A