1.
Customer Satisfaction:
Metrics Made More Human
Andreyna Gonzalez
Senior Consultant, TOPdesk UK

2.
Andreyna Gonzalez
Senior Consultant
“Help customers conduct their customer
satisfaction research, as a great starting
point to improve service delivery”

3.
“By 2020, customers will manage 85% of their
relationships without ever interacting with a human.” - Gartner

4.
Why?
Stating the
Obvious
Hello from
the other side
Winners and
Losers
Program for today

5.
WHY?
TRUST
LOYALTY
UNDERSTAND CUSTOMER
EXPERIENCE
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

6.
Why? Stating the Obvious
Hello from the other
side
Winners and Losers
Stating the Obvious
Survey
Analyse
Improve

7.
Services
Reliability
Assurance
Responsiveness
Empathy
Tangibles
SERVQUAL
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

8.
Stating the Obvious
Survey
Analyse
Improve
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

9.
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

10.
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

11.
Why an internal customer satisfaction survey?
• Insight into performance for
main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

12.
Why an internal customer satisfaction survey?
• Insight into performance for
main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

13.
Why an internal customer satisfaction survey?
• Insight into performance for
main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

14.
Why an internal customer satisfaction survey?
• Insight into performance for
main goal
• Customer’s service
experience
• Focus on the right services
• Implemented
improvements made
measurable
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

15.
Time
-ve+ve
Customer Satisfaction Project
Viewpoint
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

16.
The Gulf …
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

17.
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

18.
Do or
don’t
Question
time
Results
day?
Hello from the other side
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

19.
Do or Don’t
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

20.
Do or
don’t
Question
time
Hello from the other side
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

21.
Question Time
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

22.
Do or
don’t
Question
time
Hello from the other side
Results
day?
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

23.
Results Day?
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

24.
Communicate your results
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

25.
“employees are expected to
maintain a positive work
environment by communicating in a
manner that is conducive to
effective working relationships with
internal and external
customers, clients, co-workers,
management ...”
T Mobile
Winners and Losers
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

26.
Do or Don’t
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

27.
Question Time
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

28.
Question Time
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

29.
Results Day
Why? Stating the Obvious
Hello from the other
side
Winners and Losers

30.
Customer satisfaction: your starting point

31.
View this presentation online
www.slideshare.net/TOPdesk

32.
View this presentation online
www.slideshare.net/TOPdesk