1. KVI Relationship Management
CoMC
20th February 2019

2. Key Messages & Summary
The percentage scores for ‘Don’t Trust’ and ‘Trust’ categories have reduced driving up the percentage for ‘Starting to Trust’.
The December survey has had a significantly lower response rate compared to previous surveys.
Action plans identified to address comments received around:
Timeliness of response
Using clearer language
Consistency of service throughout Xoserve
The chart above shows the changing profile of results across the three quarterly iterations of the Relationship Management KVI Survey
The Inner Ring portrays the Jun ’18 results, the middle ring shows the Sep ‘18 results and the outer ring the Dec ‘18 results
Starting at 12:00 moving clockwise, each ring shows the percentage of responses that were ’Don’t Trust’ (dark amber), ‘Starting to Trust’ (gold) and then ‘Trust’ (green)

3. Per-Question Results
The charts above show the scoring for each individual question within the KVI Relationship Management survey
In each case the Inner Ring portrays the Jun ’18 results, the middle ring shows the Sep ‘18 results and the outer ring the Dec ‘18 results
Starting at 12:00 moving clockwise, each ring shows the percentage of responses that were ’Don’t Trust’ (dark amber), ‘Starting to Trust’ (gold) and then ‘Trust’ (green)

4. Statistics / Trends
The December ‘18 cycle had the lowest response rate to date; possible factors contributing to this may have been:
Timing - work build up prior to Christmas breaks;
Survey fatigue
Cycle
Total Responses
Attributed
Anonymous
With Comment
Without Comment
June ’18 34 15 7 3 9
Sept ’18 49 12 17 13
Dec ‘18 18 5
Table shows the total number of responses per cycle, and the breakdown of that total between attributed (respondent gave name) anonymous and those who left a comment vs. those who did not.
Score Movements - September ‘18 to December ’18 - General reduction in the percentage of people scoring ‘Trust’
Putting the Customer First & Strategic Decision Making
Delivery of Operational Services
Both graphs show a movement
Upward from Starting to Trust from Do not Trust
a movement down from Trust into Starting to Trust
Small percentage increase in those responding ‘Do not Trust’
Larger movement from Trust into Starting to Trust

5. Comment Themes & Actions
Detracting Themes
Speedier response times are required to operational/everyday queries without needing to escalate
Ease of access & quality of guidance and process material
Understanding the customers needs by whole organisation not just 'front of house'
Change Management - Communication and Transparency for IGTs
Service Desk ticket responses are too complicated / not complete - avoid jargon and general signposting
More timely and useful interactions with customers to give them time to complete actions
Positive Themes
The Customer Advocate role provides valuable support
Xoserve is acting on feedback - changes are showing
A specific comment cited the provision of ‘Excellent Support’
Actions Taken & Planned
Customer Journey mapping undertaken covering interactions with the Service Desk; several improvement points highlighted some of which are already in place
Topics for future customer journey mapping exercises are being captured and scheduled
Tone of Voice training tailored to staff providing responses to queries and tickets to help reduce jargon and provide more useful responses.
Website improvements to facilitate the location of existing resources and materials, a forward focus on improving existing materials, provision of a wider range of training events and new support materials and further development of the website to ensure users can find what they need in a way that suits them.
Establishing the Customer Hub to help share our customers voices and share insight with our colleagues throughout the organisation to help us all think from the outside in when interacting.