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Policy Paper drafted for the IPSG Meeting 3-5 May 2007, Bonn European Institute of Public Administration ( EIPA ) “From Customer Satisfaction Measurement to Customer Satisfaction Management”
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2 DG resolution May 2006 and IPSG July 2006 To find and share good practices of satisfaction measurement, Concentrate on questions of how the information provided through these measurements is used in service improvements projects. Consider the topics to be included in the possible future guidelines. FOCUS Conclusion: field of customer satisfaction to large and to important to narrow only to customer satisfaction surveys and measurement
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3 Aim From “Measuring” to “Managing” customer satisfaction 5 Parts Part 1: Changing place and role of the citizen/customer Part 2: Why managing customer satisfaction? Part 3: How customer Satisfaction Management is used for service improvement? Part 4: How to manage customer satisfaction? Part 5: Future lines of the Customer Satisfaction Management Project
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4 Part 1: place and role of the citizen/customer
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5 Citizen / customers become: co-designer co-decider co-producer co-evaluator Measuring customers satisfaction is only final stage Input of citizen/customer in all stages = customer satisfaction management
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6 Part 2: Why managing customer satisfaction? Service / product management Expectation management Perception management Satisfaction Management
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7 Part 3: How customer Satisfaction Management is used for service improvement?
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8 Part 4: How to manage Manage in all stages co-designer co-decider co-producer co-evaluator Examples Focus groups / panels Customer journey mapping Front line staff experience Process analysis Mystery shopping Satisfaction survey …
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9 Part 5: Future lines Good practices (illustrations) Guideliness (step by step / tool by tool)
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Contact CAF Resource Centre European Institute of Public Administration (EIPA) Public Management and Comparative Public Administration Unit O.L. Vrouweplein 22 NL - 6201 BE Maastricht Tel.: +31 43 3296 253 E-mail: n.thijs@eipa-nl.comn.thijs@eipa-nl.com p.staes@eipa-nl.com http://www.eipa.nl
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