XXX Customer Survey Results

Transcription

1 XXX Customer Survey Results -- Results Current month: February Year-to-date: March' to January' movement in the past year: XXX Score R² =, XXX's Net Promoter Score () is calculated by asking customers to rate their likeliness to recommentd XXX to a friend or colleague on a scale of -. Customers who rate - are Detractors, - are Passives and -'s are Promoters. An is the number of Promoters minus the number of Detractors and gives us a way to measure customer loyalty. There is a steady climb in the during the past year. The red line in the figure above illustrates a standard logarithmic line and shows a prediction of where the, and XXX Customer Loyalty is headed.

2 Products & Service Procedures Marketing Material Scores Prod & Serv Market Mat Products & Service Procedures Marketing Material Prod & Serv Market Mat Monthly of each survey category Overall Performance - Year to Date Recommend Prod & Services Aligned to Needs Satisf Satisf with ACC Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Dec- Jan- The Customer Survey has several categories of questions. Each category has a leading question that asks the customer about his/her level of satisfaction on a scale of - with the topic, providing us with an for each category. The figure above illustrates the movement of the per month and per category. & Score of each survey category Current month: February - current month Year-to-date: March' to January' - Year to Date NETPRO Score NETPRO Score Scores - current month,,,,,,, Scores - Year to Date,,,,,,,, Scores Scores The figures above illustrate the levels of each category, as well as the average score of each category - average scores are on a scale of -. Of note is that scores show more extreme differences between high and low scores, where average scores remain more constant. The aim of the figure above is to pinpoint areas that are below average in terms of both the and average score.

3 Diagnosis Delivery Meter Reading Payment Process Sales Process Level Mean Diagnosis Delivery Meter Reading Payment Process Sales Process Level Mean Lower branches of each category Each survey category was designed according to BSC's branching system that helps to keep the survey short. Only when a customer indicated that he/she was passive or dissatisfied with a category's leading question, did a set of more in-depth questions (or 'Components') open up, attempting to identify the reason for the low score. Product Components Current month: February Year-to-date: March' to January',,,,,,,, Meets Needs Ease of Use Quality Level Mean Meets Needs Ease of Use Quality Level Mean Service Components Current month: February Year-to-date: March' to January',,,,,,,,,,,, Billing Components Current month: February Year-to-date: March' to January',,,,,, Accuracy Timeliness Level Mean Accuracy Timeliness Level Mean

4 Understand the Adds value to Maintains Aftersales Support Level Mean Understand the Adds value to Maintains Aftersales Support Level Mean Availability Knowledge Friendliness Responsiveness Level Mean Availability Knowledge Friendliness Responsiveness Level Mean Components Current month: February Year-to-date: March' to January',,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Service Tech Sales Rep C C Agent Service Tech Sales Rep C C Agent Reputation & Partnership Components Current month: February Year-to-date: March' to January',,,,,,,,,,

5 Brother Canon HP Itec Kyocera Minolta Nashua Oce Ricoh Samsung Sharp Toshiba Brother Canon HP Itec Kyocera Minolta Nashua Oce Ricoh Samsung Sharp Toshiba Communication Components Current month: February Year-to-date: March' to January', Frequency of,, Complaint Resolution Level Mean, Frequency of,, Complaint Resolution Level Mean,, Value for Money Feedback, Level Mean, Value for Money, Feedback, Level Mean XXX's Competitors Brands and no. of users: Brands' : Customers were asked whether they make use of any other brands that compete with XXX. The first figure above illustrates their answers. Next, they were asked to rate their willingness to recommend those brands, as seen above to the right. The figures aim to identify XXX's competitors and XXX customers' loyalty to these other brands.

6 % % % % % % % % % % % % % % % % % % % % % Regional Results: Current Month Johannesburg % Pretoria % % % % % % % % % % % % % % % % % Cape Town % Durban % % % % % % % % % % % % % % % % % Bloemfontein % Kimberley % % % % % % % % % % % % % % % % % % : 'Willing to Recommend' XXX per region - Current Month % % % NATIONAL Johannesburg Pretoria Cape Town Durban Bloemfontein Kimberley