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- Measuring Customer Satisfaction
Research and Planning Unit - Aug. ‘03
- Measuring Instruments & Tools
Metric Must:
Measure Overall Level of Satisfaction
Measure Satisfaction With Service
Components
Measure Satisfaction By Program Type
Be Customer Centered
Let consumers tell you what they want
Measure consumer autonomy
Provide Actionable Recommendations
- Examples
I&A/R Elder Helpline User Satisfaction
Home & Community Based Services
- HELPLINE USER SATISFACTION
MODEL
COMMUNICATION CUSTOMER
SERVICE EFFICIENCY & CHARACTERISTICS
RELIABILITY
PROFESSIONALISM
OF THE INFORMATION OVERALL
SPECIALIST CUSTOMER
SATISFACTION
VALUE OF THE INFORMATION
& REFERRAL HELP
PROVIDED
- HELPLINE CONSUMER SATISFACTION SURVEY
I&A QUALITY MEASURES
SERVICE SCALE-MEASUREMENT
CHARACTERISTIC VARIABLES
1. Communication services' Call answered by voice mail or person, busy signal, time
efficiency and reliability to get through, quickness of answered call, understanding
voice mail instructions, leaving a message.
2. Professionalism of the Listening to consumer call, understanding what the consumer
information specialist needs, and Information and referral explanation.
3. Value of the information Receiving the need information, consumer contact referred
and referral help provided places, services from referred places other, and number of
calls made before getting through, and expectation about the
usefulness of the information received in resolving the issue
that prompted the consumer's call.
4. Overall consumer Satisfaction with the way call was handled, and recommendation
satisfaction of referring the service to a friend or colleague.
- SERVICE EFFICIENCY AND RELIABILITY
AVERAGE QUALITY SCORES
(Percentage of Respondents)
AVERAGE
SURVEY QUESTIONS SCORES
When you called the Elder Helpline last week, did you get a non-busy signal? 96%
Was your call answered quickly? 92%
Was the phone answered by a person? 93%
Did you understand the voice mail instructions? (for those that apply) 81%
I did not have to leave a message 89%
Overall average quality score for efficiency and reliability 90%
- INFO RM ATIO N SPECIALIST EVALU ATIO N
AVERAGE Q U ALITY SCO RES
(Percentage of Respondents)
AVERAGE
SU RVEY Q U ESTIO NS SCO RES
O verall, did you feel that the person(s) w ho talked w ith you listened
carefully to w hat you w anted? 97%
O verall, did you feel that the person(s) w ho talked w ith you understood
w hat you w anted? 97%
D id he/she explain things to you in a w ay that you could understand? 96%
O verall average quality score for inform ation specialists 97%
- VALUE OF I&R HELP PROVIDED
AVERAGE QUALITY SCORES
(Percentage of Respondents)
AVERAGE
SURVEY QUESTIONS SCORES
Overall, did you receive the information from the Elder Helpline that
you were looking for? 87%
Did you contact them? 79%
Did you start receiving services from any of the places you were referred? 50%
Percent of callers that made 1 or 2 calls to get information needed (avg)? 80%
Do you expect that the information you recived from the Elder Helpline
will be helpful in resolving the issue you call for? 90%
Overall average quality score for referral help and utilization 77%
- OVERALL E RIE
XPE NCE AND S
S ATISFACTION
AVERAGE ITE S
MS CORES
(Percentage of Respondents)
AVERAGE
SURVE QUE TIONS
Y S SCORE S
Overall, how satisfied were you with the way your call was handled? 90%
Would you recommend this service to a friend or colleague who needs 92%
the kind of information and assistance you did?
Average score for overall experiences and satisfaction 91%
- The Consumer Commandeth:
RELATIVE FREQUENCY OF SUGGESTIONS
(Percentage of Respondents With Suggestions)
Specialist should be more knowledgeable 36%
Timely return of calls 20%
Try to answer all questions on first call 12%
Eliminate voice mail 8%
Increase hours of service 4%
All other 20%
0% 5% 10% 15% 20% 25% 30% 35% 40%
- Conclusions
Overall consumer satisfaction is high but can
be improved.
Most important factor in consumer satisfaction
is the information specialist professionalism.
Consumers rated high the information specialist
and the ease of access, however,
The end product “the value of the information
provided” needs improvement. This item presents
most potential for improvement.
- HCBS Customer Satisfaction
Survey Results 2003
CUSTOMER
SERVICE QUALITY CHARACTERISTICS
SERVICE QUANTITY
OVERALL
FRIENDLINESS OF THE CUSTOMER
SERVICE PROVIDER(S) SATISFACTION
RELIABILITY OF THE SERVICE
PROVIDED
- Consumer Satisfaction with
Services
CSI Case Management
CSI Personal Care
CSI Homemaker
CSI Home Delivered
Meals
CSI All Four Home
Services
80 81 82 83 84 85
Consumer Satisfaction Index
- Select items – HDM Customer
Satisfaction
HDM happy with number 97%
Meals are great 61%
Often meals are so bad I don’t eat them 71%
Quality index HDM 83%
- Consumer Satisfaction With
Service Characteristics
100
Quantity
90
Quality
80
Relationships
70 Dependability
Overall
60
50
HDM Homemaker Case Personal Care
Management
- Consumer Satisfaction by Program &
Service Characteristics All Services
100
Quantity
90 Quality
Relationships
80
Dependability
Overall
70
60
Other Programs MedWaiver
- Consumer Satisfaction With
Measured Services by Program
90
85
80
75
70
All HDM Homemaker Personal Care Case
Management
Other Programs MedWaiver
- Consumer Satisfaction with Case
Management by Program
100
90
80
70
60
50
Overall Dependability Relationships Quality Quantity
MedWaiver Other Programs
- Consumer Satisfaction With
Home Delivered Meals by Program
95
90
85
80
75
70
65
60
Overall Dependability Quality Quantity
MedWaiver Other Programs
- Consumers Want Choices
CSI by desire for more choice
90
85
80
75
70
65
All HDM Homemaker Personal Care Case
Management
Would Like More Choices Other Consumers
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