1. C-SAT Improvement plan
Feedback Consulting

2. Flow of presentation
Objective- CSAT
improvement
Subcomponents
Service Quality Stakeholders Success criteria
Perceived Gap analysis of
Management Employees Current metrics
Quality quality
Service process New metrics
Vendors/ others
control and time lines
Tracking – meetings, milestones

3. 4.5
HERE’S THE MATH! 4
4
3.5
3
3
Acc num CSAT Total
Frequency
1 5.6 7 2.5
2 3.2 7 2
3 4.4 7 1.5
4 6.1 7 1 1 1
1
5 5.2 7
6 4.6 7 0.5
0 0 0
7 4.8 7 0
8 5.5 7 0-1 1-2 2-3 3-4 4-5 5-6 6-7 More
9 2.1 7 Sat scores as of now
10 4.6 7
Mean =4.61, standard deviation= 1.2
0.400
What are the current chances of
improving scores minus other 0.350
improvements ? 0.300
0.250
0.200
0.150
0.100
0.050
0.000
2.38
2.57
4.85
1.05
1.24
1.43
1.62
1.81
2.19
2.76
2.95
3.14
3.33
3.52
3.71
4.09
4.28
4.47
4.66
5.04
5.23
5.42
5.61
5.99
6.18
6.37
6.56
6.75
6.94
3.9
5.8
2
Series1 Area > Target score

4. How do we improve?
Word -of-mouth
Requirements Past experience
communications
Customer
Expected service (customer interaction )
Phase 1
GAP 5
Perceived service ( CS staff interaction)
Phase 2
Service delivery (including External communications
pre- and post-contacts) CS staff and back end support
to consumers (marcom)
GAP 1 GAP 3 GAP 4
Translation of perceptions into
service quality specifications- SLAs (management)
GAP 2
Provider Phase 3
Management perceptions of
consumer expectations
∑ Gaps = area of opportunity

5. What do we do all these gaps?
Big list of gaps
Plug in
Resources Service process Customer output
No
Economic
Tools
Technological Corrective Monitor
action performance
Legal
Metrics
Communications
Yes Non
Training Identify reason
conformance?

6. Stakeholders and communication plan
Management sign off on
deliverables and SPOC
assignment
Kickoff
Customer services
employees touch
•Phase 1 meeting point •Phase 3 meeting
•Meeting agenda •Meeting Agenda
•Phase 2 meeting
•Expected deliverable •Deliverable and action
•Meeting agenda item discussion
•Expected deliverable
Management touch
Customer touch point
point
Finalize
• Action items
• Meeting notes
Communication • Plan for respective
Progress Stake holder departments
report report • Information on
milestones
Report Tracking failure • Communication
distribution points Process protocols
start • Signoff

7. Stakeholders and communication plan – meetings
Topic Customers CS employees Management
Frequency of meetings Post a milestone Weekly Weekly / bi weekly depending
on availability
Meeting Agenda 1. Service quality dimensions 1. Current service quality 1. Over view of customer
identification dimensions identification perceptions and pain points
2. Expected service 2. Perception of service 2. Over view of employee
3. Perceived service 3. Pain points of customer perception and pain points
4. Tangible pain points issues ( according to CS) 3. Understanding what are the
5. Parameters on which they 4. Reliance on different groups, fiscally important
will rate service services process flow boundaries for management
6. Weightings of each 5. Reasons for non 4. Reasons for non
parameter conformance – conformance – over view
understanding symptoms and solution
6. Action plan for a weekly 5. Sign off on action plans
basis 6. Sign off on expected
7. Communication to all allied deadlines
parties 7. Communication to stake
holders
Expected Outcome 1. Clearly understand gap 5 1. Bring customer expectation 1. Bridge gap 1
2. Set a benchmark metric for and internal metrics on 2. Bring awareness of
future delivery of services same page bottlenecks
2. Identify bottlenecks to 3. Get a sign off on direction of
delivery progress

8. Program management plan
Div Resource Process Tools Customer
output
A Analysts Methodol technolog Analysis
ogy y
Initiation
B CRM Methodol CRM tools Resolutio
employee ogy n etc
CSAT score
s improveme
Planning C S/w Waterfall Tracking Sign off nt
engineers model s/w on
delivered
project
Weekly meetings Monitor
Communicate outcomes metrics
Communicate
Drive/ escalate as needed

9. Key Milestones

10. Thank You