2017 Customer Satisfaction Index (CSI) 1Gov*Net & PCN

Transcription

1 2017 Customer Satisfaction Index (CSI) 1Gov*Net & PCN

2 Agenda for Today s Presentation : 1 TRI*M Index 2 Quality of Relationship (QoR) 3 Touchpoint Index 4 Action Plans for Improvement

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4 Introduction Overview Customer Satisfaction Index (CSI) survey is to measure the product and service performances based on customers experience that lead to opportunities to improve the business and maintain the service excellence. CSI study for 1Gov*Net Project has been carried out annually as stipulated in the clause of the LTC 1Gov*Net Contract. This CSI study for 1Gov*Net Project was implemented since 2013 and being conducted by a research consultant, namely Taylor Nelson Sofres Research Malaysia (TNS). Annually, during the Concession Period, the Company shall submit to the Government a customer survey report in respect of the Services substantially in the form as specified in Scheduled XV conducted by a third party appointed by the Company with the prior written approval of the Government.

5 The Consultant Overview 1 Taylor Nelson Sofres Research Malaysia (TNS) carries more than 40 years of market research experience provides a full range of services and solutions for leading local and multinational brands. TNS also is the largest customised market research agency in Malaysia, with pioneering services in both quantitative and qualitative research. 2 Since 2009, TNS has been appointed to conduct the research on CSI for GITN Sdn Berhad (GITN) and also for TM Group. 3 The appointment of TNS as the consultant for CSI 1Gov*Net Survey 2017 has been approved in the JKP Meeting chaired by TKP MAMPU dated 6 th August 2017.

6 CSI Journey Overview Product: 1Gov*Net Sample size : 550 Achievement: Product: 1Gov*Net & PCN Sample size : 550 1Gov*Net :440;PCN : 110 Achievement: 555 1Gov*Net :458;PCN : will have similar study design as per Product: 1Gov*Net Sample size : 445 Achievement: 228 Product: 1Gov*Net Sample size : 550 Achievement: 339 Product: 1Gov*Net & PCN Sample size : 600 Achievement : 632 1Gov*Net :490 ;PCN : 142

7 CSI 2017 Fieldwork Study Overview Target respondents : 600 Achievement : 632 1Gov*Net : 490 PCN : 142 Fieldwork Start : Sept 2017 End : Dec 2017 Segment : 1Gov*Net : MAMPU, HQ, End User PCN : MAMPU, End User Data Collection Method : Face to face (Appointment & Events) Computer Assisted Telephone Interview (CATI) 2017 Touch Points: 1Gov*Net PCN Segments : MAMPU HQ End User MAMPU End User 1) Account Management 2) PMO 1Gov*Net 3) MAMPU Project team 4) Service Delivery & Installation 5) Service Restoration 6) Helpdesk 7) Customer Report 8) Product

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9 TRI*M 3Ms...Measuring, Monitoring and Managing Research Methodology Questions 4 Globally-standardized TRI*M Questions TRI*M Index Analysis One number score that measures the level of customer retention TRI*M Typology Analysis of different types of customer relationships Satisfactions towards Touch Points Touchpoints Index Identify which touch points are key to customers based on Touchpoints index and Leverage Points Diagnostic Elements Eg. Account Management A01. Knowledge in own products/services. A02. Inform you about products/services. A03. A04. Provide availability, utilization and helpdesk report online and on demand. Understand your business requirement. A05. Response in time to Inquiries (e.g. , telephone). A06. Reachability / ease of contacting. Grid Analysis Identification and prioritisation of performance improvement actions

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11 Results 1Gov*Net: Index score slightly declined by 1 index. End User observed maintained a good score as per last year, however HQ and MAMPU require further attention. TRI*M Index 1Gov*Net CSI index ranges from -30 to +140 index End User HQ 71-6pts (7%) MAMPU -10pts (12%) N/A

12 Results PCN: Overall performance dropped in 2017 which require further focus and attention. TRI*M Index 89 PCN End User MAMPU -11pts (13%) -34pts (37%) CSI index ranges from -30 to +140 index

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14 1Gov*Net 1Gov*Net : Good Relationship is observed this year as the number of apostles exceed Telco Benchmark. However need to drill down the dissatisfaction among MAMPU as their share of apostles decrease and increase in share of mercenaries. Quality of Relationship Index *Index in percentage (%)

15 PCN :Share of Apostles dropped and Share of Critics increased significantly for both customer segments. Quality of Relationship Index PCN *Index in percentage (%) End User MAMPU Apostles Mercenaries Hostages Critics

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17 Performance It s not enough to only show where we perform good or bad, we need to take into account which touch points are key to customers How to interpret the analysis grid For explanatory purpose tain Promote These touch points are where 1Gov*Net perform strongly, but are of low importance. These should be maintained and no further investment or resource is needed at this stage. These are touch points with high performance and importance to the consumer. Where your currently meet their expectations and have license to communicate these benefits. These touch points are where 1Gov*Net should focus after fixing the problems in the primary areas. Both performance and importance is low but some may be hygiene factors that you need to get right first time. These are critical touch points of high importance to your customers, but an area where you underperform. Number one priority of focus for 1Gov*Net need to assess where we can gain quick wins and start to implement longer term plans to address the key issues. Secondary Improvement Primary Improvement Importance in driving TRI*M

18 Performance (TRI*M Index) 1Gov*Net Service Restoration has maintained it s performance based on year-on-year comparison. Further attention need to be focused on Account Management, Customer Report, MAMPU Project Team and PMO 1Gov*Net. 1 G o v * N e t ( O v e r a l l ) 120 tain Promote 2016 Touchpoint: MAMPU Project team Account Management Service Delivery & Installation Touchpoint: Service Restoration Help Desk Avg: Touchpoint: Customer Report Secondary Improvement MAMPU PROJECT TEAM 2 HELPDESK CUSTOMER REPORT PMO 1GOV*NET SERVICE RESTORATION SERVICE DELIVERY & INSTALLATION PRODUCT ACCOUNT MANAGEMENT Touchpoint: PMO 1Gov*Net Product Primary Improvement 0 Importance in driving TRI*M (Leverage) Avg (4.79) 10 Lowest Importance (0) Highest Importance (10)

19 2017 Touch Point Prioritization Primary Improvement Secondary Improvement tain Promote 1Gov*Net 1Gov*Net: At overall level, the touchpoints performances are still consider good since the indexes are still high. However, since the trending based on year-on-year were declining, therefore need to relook back on what have went wrong in These are few touchpoints that still require attention such as Account Management, Customer Report, MAMPU Project Team and PMO 1Gov*Net. Account Management Customer Report PMO 1Gov*Net MAMPU Project Team Helpdesk Service restoration Service delivery & Installation Product T O U C H P O I N T P E R F O R M A N C E Account Management PMO 1Gov*Net MAMPU Project Team Service delivery & Installation Service Restoration Helpdesk Customer Report Product 1Gov*Net ( 2016) 85 (93) 70 (87) 81 (95) 92 (93) 96 (96) 94 (95) 82 (90) 89 (91) Leverage

20 Low Low Stated importance Stated importance HQ High MAMPU High Account Management Primary Improvement - Account Management Weak performance from the Account Management team, particularly among HQ segment. As for MAMPU customers, the team needs to improve on their writing skills, specifically in terms of the preparations of slides and documents. 1Gov*Net Touchpoint Index Attribute HQ MAMPU Priority Category Priority Category A01. Knowledge in own products/services Low Weakness - - A02. Inform and explain about 1Gov*Net products/services Medium Weakness - - A03. Understand your business requirement Low Weakness - - A04. Response in time to Inquiries (e.g. , telephone, SMS, WhatsApp) Low Weakness - - A05. Reachablility / ease of contacting and communication Medium Average High Strength A06. Beneficial hands on training on 1Gov*Net support system: SAMS, 1GovSev, 1GovOSF Low Weakness Low Weakness A07. Engagement with user ( e.g.; Action taken and feedback, Operational Meeting, events, technology updates, etc..) Low Weakness - - A08. Possess writing skills slide/ documents preparations - - Medium Weakness Hygienics Motivators Hygienics Motivators A05 A06 A04 A02 A03 A07 A02 A01 A05 A08 A06 A03 A04 A07 High level Priority Medium level Priority Low level Priority A01 Potentials?/Savers? Hidden Opportunities Low High Impact on customer retention Potentials?/Savers? Hidden Opportunities Low High Impact on customer retention Strength Weakness

21 Performance (TRI*M Index) PCN: At a glance, Customer Report require further attention and prioritization of initiatives due to its positioning has been moved to Primary Improvement. 130 Avg: P C N ( O v e r a l l ) 120 tain 2016 Touchpoint: MAMPU Project team Account Management 4 HELPDESK SERVICE DELIVERY & INSTALLATION SERVICE RESTORATION MAMPU PROJECT TEAM PRODUCT ACCOUNT MANAGEMENT 3 Promote 2016 Touchpoint: Service restoration Service delivery and installation PCN Touchpoint Index Touchpoint: Customer Report PMO PCN Secondary Improvement Avg (4.73) 0 10 Importance in driving TRI*M (Leverage) 2 PMO PCN CUSTOMER REPORT Touchpoint: Helpdesk Product Primary Improvement Lowest Importance (0) Highest Importance (10)

22 PCN: At overall level, there were two touchpoints which require extra focus due to their low indexes, despite of declining trending in all touchpoints performance. PCN Touchpoint Index 2017 Touch Point Prioritization Primary Improvement Secondary Improvement tain Promote Customer report PMO PCN Service Delivery & Installation Helpdesk Service Restoration Product Account Management MAMPU Project Team T O U C H P O I N T P E R F O R M A N C E Account Management PMO PCN MAMPU Project Team Service delivery & Installation Service Restoration Helpdesk Customer Report Product PCN MW Leverage

23 Low Stated importance MAMPU High Customer Report PCN Touchpoint Index Primary Improvement - Customer Report PCN can improve the delivery of customer reports to MAMPU by looking into the report content. The information reported on availability, utilization and fault needs to meet customers expectations. Attribute MAMPU Priority Category G01. The content of the report consists of availability, utilization and fault reported meets customers expectations Low Weakness G02. PCN Service reports- Submission within agreed timeline Medium Strength G03. Provide on demand / incident report as per request Medium Average Hygienics Motivators G02 G03 High level Priority Medium level Priority Low level Priority G01 Strength Weakness Potentials?/Savers? Hidden Opportunities Low High Impact on customer retention

24 Overall Summary Overall Performance 1Gov*Net index score slightly declined from 88 points in 2016 to 87 points in End User observed maintained a good score as per last year, however HQ and MAMPU require further attention. PCN overall performance dropped in 2017 from 89 to 76 which require further focus and attention. Good Relationship is observed this year as the number of apostles exceed Telco Benchmark. However need to drill down the dissatisfaction among MAMPU as their share of apostles decrease and increase in share of mercenaries. Key focus areas for improvement for 1Gov*Net : Account Management Key focus areas for improvement for PCN : Customer report 24

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