Software Quality Metrics. Analyzing & Measuring Customer Satisfaction (Chapter 14)
|
|
- Katherine Shields
- 6 years ago
- Views:
Transcription
1 Software Quality Metrics Analyzing & Measuring Customer Satisfaction (Chapter 14) By Zareen Abbas Reg# 169/MSSE/F07 Usman Thakur Reg# 181/MSSE/F07 1
2 Overview-Quality Product quality and customer satisfaction together form the total meaning of quality. Customer satisfaction is the ultimate validation of quality. Quality is combination of two things: 1. Product Quality and 2. Customer Satisfaction Small q and Big Q 2
3 Overview-Quality 3
4 Overview-Quality Customer buy not product but assurance Producer sell their assurance not product TQM-Total Quality Management sole focus is linking quality with customer satisfaction 4
5 What is Customer Segment Every business must decide "what market it is in" - what products and services it offers, to whom they will be offered, in which geographic area and which firms are its competitors Once these strategic decisions are made, the business can refine "to whom it offers" its products and services into a set of customer or market segments 5
6 Process Model Approach 6
7 Why Customer Satisfaction 7
8 Why Customer Satisfaction Many studies suggested that enhancing customer satisfaction is the bottom line of business success: Ever-increasing market competition Only way to retain the Customers To expand market share To gain more profit To enhance/ improve product satisfaction level eg. 90% to 95% Studies show that it is five times more costly to recruit a new customer than it is to keep an old customer: Why is it costly? 8
9 Why Customer Satisfaction It is fact that dissatisfied customers tell 7 to 20 people about their experiences While satisfied customers tell Only 3 to 5 people 9
10 10
11 ISO Quality Policy and Customer Focus 11
12 tings\administrator\desktop\prest Customer satisfaction\customer Metrics 411 Customer Satisfaction gooood.mht 12
13 Customer Satisfaction is the crucial requirement for a good reputation. Those who have it, will find all doors open But those who have lost it, frequently perish or have to struggle hard to have their names associated with that magic word Quality 13
14 Customer Satisfaction Total customer satisfaction is the primary quality issue. Customers are the only people who can determine total customer satisfaction. To achieve total customer satisfaction, the organization must know the customer, itself, its product, and its competition. 14
15 15
16 Metrics for Customer Satisfaction Surveys 16
17 Metrics for Customer Satisfaction Surveys TQM, more and more companies are conducting surveys to measure their customers' satisfaction. We will discuss customer satisfaction surveys and the analysis of survey data. As an example, we describe an analysis of the relationship between overall customer satisfaction and satisfaction with specific attributes for a software product. 17
18 Why to Surveys for Customer Satisfaction There are various ways to obtain customer feedback with regard to their satisfaction levels with the products and the company. Like, telephone follow-up regarding a customer's satisfaction at a regular time after the purchase is a frequent practice by many companies. Other sources include customer complaint data, direct customer visits, customer advisory councils, user conferences, and the like. To obtain representative and comprehensive data, representative of the entire customer base. 18
19 Methods of Survey Data Collection There are three common methods to gather survey data: 1. Face-to-face interviews (Personal) 2. Telephone interviews 3. Mailed questionnaires The personal interview method requires the interviewer to ask questions based on a prestructured questionnaire and to record the answers. The primary advantage of this method is the high degree of validity of the data. 19
20 Advantages and Disadvantages of Three Survey Methods 20
21 Sampling Methods When the customer base is large, it is too costly to survey all customers. Estimating the satisfaction level of the entire customer population through a representative sample is more efficient. To obtain representative samples, scientific probability sampling methods must be used. There are basic types of probability sampling: Simple random sampling, Systematic sampling, Cluster (group) sampling. 21
22 How large a sample is sufficient? The answer to this question depends on the confidence level we want and the margin of error we can tolerate. The higher the level of confidence we want from the sample estimate, and the smaller the error margin, the larger the sample we need, and vice versa. For each probability sampling method, specific formulas are available for calculating sample size, some of which (such as that for cluster sampling) are quite complicated. The following formula is for the sample size required to estimate a population proportion (e.g., percent satisfied) based on simple random sampling: 22
23 Formula for sampling 23
24 Formula for sampling N: Population = 10,000 Z = confidence level 90 % = 1.65 p = satisfaction level = 80 % B: margin of error = 5 % n = 30,000*(1.65) 2 x 80(1-80). 30,000*5 2 x [ x 80(1-80)] n =??? 24
25 Sample Size (for 10,000 customers) in Relation to Confidence Level and Error Margin 25
26 Sample Size (for 10,000 customers) in Relation to Confidence Level and Error Margin 26
27 Sample Size (for 10,000 customers) in Relation to Confidence Level and Error Margin 27
28 Sample Size (for 10,000 customers) in Relation to Confidence Level and Error Margin 28
29 Sample Size (for 10,000 customers) in Relation to Confidence Level and Error Margin 29
30 Analyzing Satisfaction Data 30
31 Analyzing Satisfaction Data Customer satisfaction is often measured by customer survey data via the five-point scale: Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied. 31
32 Analyzing Satisfaction Data Satisfaction with the overall quality of the product and its specific dimensions is usually obtained through various methods of customer surveys. For example, the specific parameters of customer satisfaction by IBM include CUPRIMDA: Capability Functionality Usability Performance Reliability Installability Maintainability Documentation/information Availability HP include FURPS: functionality, usability, reliability, performance, and service 32
33 Analyzing Satisfaction Data The data are usually summarized in terms of percent satisfied. In presentation, run charts or bar charts to show the trend of percent satisfied are often used. We recommend that confidence intervals be formed for the data points so that the margins of error of the sample estimates can be observed immediately 33
34 Quarterly Trend of Percent Satisfied with a Hypothetical Product Traditionally, the 95% confidence level is used for forming confidence intervals and the 5% probability (p value) is used for significance testing. 34
35 Quarterly Trend of Percent Satisfied with a Hypothetical Product Traditionally, the 95% confidence level is used for forming confidence intervals and the 5% probability (p value) is used for significance testing. 35
36 Quarterly Trend of Percent Satisfied with a Hypothetical Product Traditionally, the 95% confidence level is used for forming confidence intervals and the 5% probability (p value) is used for significance testing. 36
37 Approaches for Analyzing Satisfied Non-satisfied Usually the 1 st metric, percent satisfaction, is used. In practices that focus on reducing the percentage of nonsatisfaction, much like reducing product defects, non-satisfied metric is used. 37
38 Non-satisfied metrics Although percent satisfied is perhaps the most used metric, some companies, such as IBM, choose to monitor the inverse, the percent non-satisfied. Non-satisfied includes the neutral dissatisfied, and very dissatisfied in the five-point scale. The rationale to use percent non-satisfied is to focus on areas that need improvement. This is especially the case when the value of percent satisfied is quite high. Figure 12.3 in Chapter 12 shows an example of IBM Rochester's percent non-satisfied 38
39 In addition to forming percentages for various satisfaction or dissatisfaction categories, the weighted index approach can be used. For instance, some companies use the Net Satisfaction Index (NSI) to facilitate comparisons across product. The NSI has the following weighting factors: Completely satisfied = 100% Satisfied = 75% Neutral = 50% Dissatisfied = 25% Completely dissatisfied = 0% 39
40 Specific Attributes and Overall Satisfaction Co-relationship between Attributes and overall satisfaction 40
41 Specific Attributes and Overall Satisfaction The major advantage of monitoring customer satisfaction with specific attributes of the software, in addition to overall satisfaction, is that such data provide specific information for improvement. The profile of customer satisfaction with those attributes (e.g., CUPRIMDA) indicates the areas of strength and weakness of the software product. One easy mistake in customer satisfaction analysis, however, is to equate the areas of weakness with the priority of improvement, and to increase investment to improve those areas. Example Documentation and Reliability 41
42 On the other hand, customers may not like the product's documentation. To answer the question on priority of improvement, therefore, the subject must be looked at in the broader context of overall customer satisfaction with the product. Specifically, the correlations of the satisfaction levels of specific attributes with overall satisfaction need to be examined. After all, it is the overall satisfaction level that the software developer aims to maximize 42
43 Variables Dependent variable : Overall customer satisfaction Independent variables: Attribute (Reliability) 43
44 How to see relationship of attributes with overall satisfaction Two statistical approaches Least-squares multiple regression (Ordinal) Logistic regression 44
45 Logistic Regression In statistics, logistic regression (sometimes called the logistic model) is used for prediction of the probability of occurrence of an event by fitting data to a logistic curve. It makes use of several predictor variables that may be either numerical or categorical. For example, the probability that a person has a heart attack within a specified time period might be predicted from knowledge of the person's age, sex and body mass index. Logistic regression is used extensively in the medical and social sciences as well as marketing applications such as prediction of a customer's propensity to purchase a product or cease a subscription. 45
46 Logistic Regression For the logistic regression approach, we classified the five-point scale into a dichotomous variable (categorizes data into two groups) 1. Very Satisfied 2. Satisfied 1,2,3 = 0 3. Neutral vs 4. Dissatisfied 4,5 = 1 5. Very dissatisfied Very satisfied and satisfied (4 and 5) versus non-satisfied (1, 2, and 3). Categories 4 and 5 were recoded as 1 and categories 1, 2, and 3 were recoded as 0. The dependent variable, therefore, is the odds (probability) ratio of satisfied and very satisfied versus non-satisfied. DV: A variable that categorizes data into two groups such as bankrupt versus solvent or energy company versus not energy company. Also called Dummy Variable 46
47 Logistic Regression The odds ratio is a measurement of association that has been widely used for categorical data analysis. 47
48 Ordinary regression Both approaches overall customer satisfaction is the dependent variable, and satisfaction levels with UPRIMD-A are the independent variables. The purpose is to assess the correlations between each specific attribute and overall satisfaction simultaneously. For the ordinary regression approach, we use the original fivepoint scale. The scale is an ordinal variable. Sensitivity research in the literature, however, indicates that if the sample size is large (such as in our case), violation of the interval scale and the assumption of Gaussian distribution results in very small bias. In other words, the use of ordinary regression is quite robust for the ordinal scale with large samples. 48
49 Analysis: Ordinary regression 49
50 Analysis: Ordinary regression 50
51 Analysis: Ordinary regression 51
52 Results of Ordinal Regression Analysis 52
53 Usability with reliability, installability, and documentation, and performance with availability are the more notable ones. In relation to overall satisfaction, reliability, usability, and installability have the highest correlations. Reliability being the most significant variable implies that although customers are quite satisfied with the software's reliability (93.8%), reliability is still the most determining factor for achieving overall customer satisfaction. 53
54 Results of the Logistic Regression model The most striking observation is that the significance of availability in affecting customer satisfaction is in contrast to findings from the ordinary regression analysis. Now availability ranks third, after reliability and usability, in affecting overall satisfaction. The difference observed from the two models lies in the difference in the scaling of the dependent and independent variables in the two approaches. Combining the two findings, we interpret the data as follows: 54
55 Results of Logistic Regression Analysis 55
56 Combining the two findings, we interpret the data as follows: Availability is not very important in influencing the average shift in overall customer satisfaction from one level to the next (from dissatisfied to neutral, from neural to satisfied, etc.). However, availability is very important in affecting whether customers are satisfied versus nonsatisfied. Therefore, availability is a sensitive factor in customer satisfaction and should be improved despite its level of high satisfaction. 56
57 2 nd Part 57
58 Conditional Probabilities Dependent variable of the logistic regression model (satisfied versus non-satisfied) is more appropriate for our purpose, we use the results of the logistic model for the rest of our example 58
59 Conditional Probabilities 59
60 Logistic Regression coefficients versus satisfaction Levels 60
61 Satisfaction with Company Technical solutions: quality/reliability, availability, ease of use, pricing, installation, new technology Support and service: flexible, accessible, product knowledge Marketing: solution, central point of contact, information Administration: purchasing procedure, billing procedure, warranty expiration notification Delivery: on time, accurate, post delivery process Company image: technology leader, financial stability, executives image. 61
62 Satisfaction with Company It is apparent that customer satisfaction at both the company level and the product level needs to be analyzed and managed. Knowledge about the former enables a company to take a comprehensive approach to total quality management; knowledge about the latter provides specific clues for product improvements. Yet another type of analysis centers on why customers choose a company's products over other companies', and vice versa. This kind of analysis requires information that is not available from regular customer satisfaction surveys, be they product level or company level. It requires data about customers' decision making for purchases and requires responses from those who are not the company's current customers as well as those who are. This type of analysis, albeit difficult to conduct, is worthwhile because it deals directly with the issue of gaining new customers to expand the customer base. 62
63 How good is good enough Should be 100% for long term. Should consider competitors. Even if there are no competitors unsatisfied customers would look for different alternatives. That becomes a trigger for emerging competitions. So total customer satisfaction should be the focus. Should my company invest $2,000,000 to improve satisfaction from 85% to 90%? Given that my company's customer satisfaction is at 95%, should I invest another million dollars to improve it or should I do this later? 63
64 Satisfaction level vs Market share Algorithm for market share. 64
65 Example Comparison: 65
66 the answer to the "how good is good enough" is obvious: You have to be better than your competitors. Therefore, it is important to measure not only one's customer satisfaction level, but also the satisfaction level of one's competitors. Indeed, many companies have been doing exactly that. Do Benchmarking 66
67 Recommendations! Total quality management (TQM) literature recommends three key elements of a good customer satisfaction management program: a post purchase call back program, a complaint management process. And a customer satisfaction survey program. 67
68 For Small Organizations For small organizations that don't have a customer focus program in place, It is recommended to integrate one or more of these practices into their development process. Good requirements. Design FVT (Functional Verification Test) Customer like Testing Internal Beta Customer Beta Validation and feedback for further improvement Special Inbound customer testing. 68
69 For Small Organizations Requirements: Good requirements-gathering and analysis techniques always involve the users closely. For long-term product strategy, customer advisory councils usually provide good directions For Extreme Programming (XP), customer involvement is regarded as so important that an onsite customer is part of the development team and is responsible for domain expertise and acceptance testing. For object-oriented processes in general, the role of use cases in requirements analysis is another illustration of the importance of user involvement. Design: The prototyping approach is a good way to get customers' feedback and to ensure that the product satisfies requirements. In recent years, some companies use the term user-centered design (UCD) to signify the heavy user involvement in their design process. 69
70 For Small Organizations Functional verification test (FVT): Customer testing can start early, when FVT is near completion. This early customer testing is not a beta program, and is called a hackers' invitational or customer invitational program. A selected small number of customer experts who know the product well are invited to the vendor's development laboratory to test the new function and to attempt to break the system. Customer like testing: Unit tests and functional verification tests are normally for functional defect removal. For product-level testing or system testing, which are normally conducted by an independent test team, many software organizations adopt a customer like testing strategy. The testing environments and the test scenarios simulate customer operations, and therefore offer the chance to find latent defects that are likely to be encountered by customers. 70
71 For Small Organizations Internal Beta, or eating one's own cooking: When product development is about complete, and independent testing about to start, the development organization can put the product into production mode running its own business operations. This strategy puts the development team into the customer's shoes and can really motivates the team's quality focus. Customer beta: This is a broad-based customer validation program. It usually starts when final testing is about done and before the product is released to the market. The product has to be at a fairly good quality level at this stage. The main purpose is to get customer validation and feedback for further improvement. Customer beta programs should not be used as an extended development phase as a major activity for defect removals. Special inbound customer testing: Unlike the broad-based beta programs, this strategy is to invite a small set of one's core customers to the development laboratory to test applications before releasing the product to the market. This approach focuses on depth, and is relevant for a small set of customers who depend on the software for their mission-critical business applications 71
72 Conclusion Finally, we emphasize that measuring and analyzing customer satisfaction is but one element of customer satisfaction management. A good customer satisfaction management process must form a closed loop of measurement, analysis, and actions. While it is not the intent of this chapter to cover the customer satisfaction management process, we recommend that such a process cover at least the following elements: Measure and monitor the overall customer satisfaction over time, one's own as well as key competitors'. Perform analyses on specific satisfaction dimensions, quality attributes of the products and their strengths, weaknesses, prioritization, and other relevant issues. Perform root cause analysis to identify inhibitors for each dimension and attribute. Set satisfaction targets (overall and specific) by taking competitors' satisfaction levels into consideration. Formulate and implement action plans based on the above. 72
73 Extra 73
74 Outcomes of measuring customer satisfaction Measuring customer satisfaction provides you with valuable information from the one group most critical to your business success - your customers. If customer satisfaction surveys are conducted accurately, you should be able to discover the following key insights: 1. Specific areas where customer service improvements are necessary 2. Expectations of your customers regarding customer service 3. Specific reasons for customer dissatisfaction 4. How to improve retention of existing customers 5. How to make customers feel valued 6. Missed opportunities to demonstrate your capacity to solve problems 74
75 Why Include Customers of Competitors The rationale for including non-customer (customers of competitors) benchmarking is that without the noncustomer data customer satisfaction levels are arbitrary. Both sets of data allow an organization to exploit its strengths, and put initiatives in place to narrow and eliminate any gaps between expectations and performance. In fact, the best performing organizations benchmark themselves against: their best competitor the industry average a world class supplier in a similar industry 75
76 How Exit Interviews Can Translate into Huge Profit Increases By measuring only customer satisfaction levels, organizations miss former customers who have left... because they no longer had the need for, or were unhappy with the products or services being offered. Measuring customer retention, on the other hand, relates directly to the bottom line. Long term customers spend more, refer new clients and are less costly to do business with. Ironically, past customers present every company with an opportunity. They can tell the organization exactly what parts of the business to fix in order to reduce the number of customers at risk. This improves customer retention and, subsequently, profitability. An average organization loses about 15% of its customers every year. But if this can be reduced to 10%, bottom line profits improve 35% to 85%. Finding out why customers leave can often be difficult since the majority of unhappy customers don't complain, they simply quit. Exit interviews solve this problem. 76
77 Achieving Continuous Quality Improvement Continuous quality improvement begins by identifying customer expectations for all key "moments of truth" - the critical interactions customers have with the organization. The best way to understand customer expectations is to listen to customers using qualitative research techniques. This usually requires skillful probing by someone practiced in customer satisfaction measurement. After identifying expectations, customer satisfaction can readily be measured, how? However, this requires the customer to answer specific questions about how he or she feels about the company's performance. This is why it is so important to capture their interest and build the credibility needed to gain their cooperation. The task is made considerably easier by speaking the customer's language and presenting only issues that are truly significant. 77
78 Customer Focus 78
79 A Predictor of Financial Performance Measured the right way, customer satisfaction is a leading indictor of a company s financial performance. Managed scientifically using a proven, standard metric, customer satisfaction drives loyalty, profitability and growth. The American Customer Satisfaction Index (ASCI) is one of the best-in-breed solutions for customer satisfaction measurement that is tied directly to financial performance. 79
80 Identify customer needs and expectations The identification of customer needs and expectations requires systematic, thorough, and continuous communication. The most important aspect of this process is to listen to the customer. Once customer needs are identified, these needs must be monitored continuously to ensure that the product and/or service still satisfies them. 80
81 Develop customer relationships Customer relationships are the core of customerdriven project management. This relationship ensures continuous customer satisfaction. Customer relationships require communication, support, and responsiveness. Trust is absolutely essential for any relationship and is necessary to ensure full participation of all members on the customer-driven team. 81
82 Thank you Q & A 82
The Johns Hopkins Bloomberg School of Public Health Managing Long-Term Care Services for Aging Populations NOTES:
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike License. Your use of this material constitutes acceptance of that license and the conditions of use of materials on this
More informationLearning Objectives 1. Develop a system wide approach to service quality 2. Recognize the difference between satisfied and loyal customers 3. Discuss
Developing a Sophisticated Service System Barbara Heller PROS Consulting, LLC Barbara.heller@prosconsulting.com Learning Objectives 1. Develop a system wide approach to service quality 2. Recognize the
More informationA Systematic Approach to Performance Evaluation
A Systematic Approach to Performance evaluation is the process of determining how well an existing or future computer system meets a set of alternative performance objectives. Arbitrarily selecting performance
More informationSMB s using BI to gain a competitive
SMB s using BI to gain a competitive edge Eight advantages that BI brings to your business sales and marketing efforts The business value that business intelligence (BI) provides is the enhanced capability
More informationSTRATEGIC QUALITY PLANNING Seven Steps to Strategic Planning There are seven basic steps to strategic quality planning. The process starts with the
STRATEGIC QUALITY PLANNING Seven Steps to Strategic Planning There are seven basic steps to strategic quality planning. The process starts with the principle that quality and customer satisfaction are
More informationTopic 5 - Customer Care. Higher Administration & IT
Topic 5 - Customer Care Higher Administration & IT 1 Learning Intentions / Success Criteria Learning Intentions Customer Care Success Criteria By end of this topic you will be able to describe the following
More informationGE 6757 TOTAL QUALITY MANAGEMENT LECTURE NOTES UNIT 1
GE 6757 TOTAL QUALITY MANAGEMENT LECTURE NOTES UNIT 1 UNIT I INTRODUCTION 1.1 Meaning of Quality Quality referred as Grade of service / productreliability safetyconsistencyconsumer's perception Quality
More informationModule 3 Establishing and Using Service Level and Response Time Objectives
Module 3 Establishing and Using Service Level and Response Time Objectives 3.1 Definitions and Use of Service Level and Response Time Key Points Service level and response time objectives are concrete
More informationPoor customer experience costs $40 billion per year. Customer Experience Series Cost of Complaining
Poor customer experience costs $40 billion per year Customer Experience Series Cost of Complaining Australian businesses are losing more than $720 for every negative customer experience The EY Customer
More informationBETTER TOGETHER: BUILDING MORE EFFECTIVE CROSS-FUNCTIONAL TEAMS
BETTER TOGETHER: BUILDING MORE EFFECTIVE CROSS-FUNCTIONAL TEAMS Although cross-functional teams are increasingly common in today s fastmoving economy, many organizations still follow a silo approach when
More informationGlobal Operations and Supply Chain Management Final Exam Notes
Global Operations and Supply Chain Management Final Exam Notes Lecture One Operations Management: the process that effectively produce, transform and deliver a product or service. Inputs -> transformation
More informationIntroduction to Net Promoter Score and Net Promoter System
Introduction to Net Promoter Score and Net Promoter System Updated issue: 2016 InsightSofa.com is a member of ROUCEK Group s.r.o. All rights reserved 2016 The aim of this short publication is a basic introduction
More informationSurvey Use & Design. SE 350 Software Processes & Product Quality
Survey Use & Design Customer Satisfaction Surveys Random sampling for large customer base. May stratify : group according to criteria. Formulae for sample size to get statistical validity. Exhaustive sampling
More informationgetabstract compressed knowledge Motivation Management Overall Applicability Innovation Style
Motivation Management Fueling Performance by Discovering What People Believe About Themselves and Their Organizations by Thad Green Davies-Black, 2000 268 pages Focus Leadership Strategy Sales & Marketing
More informationPACKAGING INSIGHT. Winning Business in the Packaging World
PACKAGING INSIGHT Winning Business in the Packaging World Priority Metrics Group Helping businesses grow through insight South Carolina New York London www.pmgco.com Wouldn t it be great if somehow, someone
More informationManagement Science Introduction
Management Science Introduction Strategy is the intersection of a desired future state and the action(s) designed to achieve that desired state. The success of any Strategy is dependent upon relevant experience,
More informationNinety-five percent of enterprises say they know why a customer defects, but not until it's too late.
Strategic Planning, E. Kolsky, M. Maoz Research Note 7 February 2003 Using Customer Surveys to Improve Business Processes Poor surveying techniques result in 95 percent of enterprises discovering the cause
More informationThe Five Critical SLA Questions
STERLING COMMERCE WHITE PAPER The Five Critical SLA Questions What you need to know before you define your managed file transfer service level agreements Introduction A Service Level Agreement (SLA) is
More informationLoyalty 2.0: Industrialized analytics embedded in your processes
Whitepaper Generating Customer Experience Impact Loyalty 2.0: Industrialized analytics embedded in your processes It is no longer a given that a high initial customer satisfaction rate for a product or
More informationInspect what you expect.
Introduction Inspect what you expect. - W. Edwards Deming Unlike call monitoring, in which the scenario of the call is dependent on the caller, mystery shopping allows managers to present employees with
More informationEvaluating the use of psychometrics
Evaluating the use of psychometrics It is now readily accepted that the effective use of psychometric instruments can add value to an organisation. When used in selection, in conjunction with a competency
More informationChapter 1 About Contact Channels
Chapter 1 About Contact Channels When the mission is to deliver a world class customer experience on any contact channel selected by the customer, One Contact Resolution is a must. Today s connected customers
More informationBusiness Assessment. Advisor Tool Galliard, Inc. All Rights Reserved
+ Family Business Assessment Advisor Tool 2015 Galliard, Inc. All Rights Reserved + Purpose: To discuss and assess six major focus areas for familyowned and closely-held businesses. 2015 Galliard, Inc.
More information30 Course Bundle: Year 1. Vado Course Bundle. Year 1
30 : Year 1 Vado s 30 Year 1 Vado 1. Employee Career Aspirations Coaching Career Development 2. Communicate Clear and Concise Messages Communication Skills for Managers 3. Conflict Management Expectations
More informationInvestigating Customer Satisfaction at Wintech
Investigating Customer Satisfaction at Wintech Executive Summary A brief summary or overview of your proposal. Background Wintech is a business-to-business computer supplier that has operated in the computer
More informationHow to Get More Value from Your Survey Data
Technical report How to Get More Value from Your Survey Data Discover four advanced analysis techniques that make survey research more effective Table of contents Introduction..............................................................3
More informationTHE STATE OF CUSTOMER EXPERIENCE IN CANADA White Paper
THE STATE OF CUSTOMER EXPERIENCE IN CANADA - 2018 White Paper July 2018 EXECUTIVE SUMMARY Somewhat reigns in the Canadian CX (Customer Experience) world today. Organizations are somewhat aligned on the
More informationREDUCING HIRING RISKS WITH YOUR INTERVIEW PROCESS: IMPLEMENTING BEHAVIORAL-BASED INTERVIEWS FOR SALES TALENT PRESENTED BY:
REDUCING HIRING RISKS WITH YOUR INTERVIEW PROCESS: IMPLEMENTING BEHAVIORAL-BASED INTERVIEWS FOR SALES TALENT PRESENTED BY: [THE RENAISSANCE NETWORK] [ONE GATEWAY CENTER, SUITE 814, NEWTON, MA 02458] REDUCING
More informationModels in Engineering Glossary
Models in Engineering Glossary Anchoring bias is the tendency to use an initial piece of information to make subsequent judgments. Once an anchor is set, there is a bias toward interpreting other information
More informationOperationalizing NPS Benchmarks. How to Use Comparative Data to Drive Customer Experience Success
Operationalizing NPS Benchmarks How to Use Comparative Data to Drive Customer Experience Success Overview Net Promoter Score (NPS ) has become the most widely accepted measure of customer loyalty and retention.
More informationNCOVER. ROI Analysis for. Using NCover. NCover P.O. Box 9298 Greenville, SC T F
NCOVER ROI Analysis for Test Coverage Using NCover NCover P.O. Box 9298 Greenville, SC 29601 T 864.990.3717 F 864.341.8312 conversation@ncover.com www.ncover.com Table of Contents Executive Summary 2 Cost
More informationEnsuring Near-Perfect On-Time Performance
Ensuring Near-Perfect On-Time Performance Examining the cost of failure-free service and the technology to support it Corporate Headquarters: 320 Interlocken Parkway, Suite 100 Broomfield, CO 80021 Phone:
More informationCultural Implications of Customer Satisfaction Differences of Help Desks in the US and China
Pepperdine University Pepperdine Digital Commons GSBM Faculty Scholarship Graziadio School of Business and Management Spring 2013 Cultural Implications of Customer Satisfaction Differences of Help Desks
More informationAchieving customer intimacy with IBM SPSS products
Achieving customer intimacy with IBM SPSS products Transformative technologies for the new era of customer interactions Highlights: Customer intimacy is an innovative strategy for helping organizations
More informationManagement Development Table of Contents
Table of Contents Table of Contents INTRODUCTION... 1 Mission... 1 Company Values... 1 Standards and Expectations... 3 The Role of the Manager... 6 Job Descriptions... 7 CUSTOMER SERVICE... 10 Overview...
More informationOUR 10 CONVICTIONS FOR CUSTOMER RELATIONSHIPS. Customer Feedback Platform
OUR 10 CONVICTIONS FOR CUSTOMER RELATIONSHIPS Customer Feedback Platform Customer Feedback Platform People like to say that the French are complainers. That may be so in people s minds; however, in practice,
More informationMarketing Research to Support the Stage Gate New Product Development Process
Marketing Research to Support the Stage Gate New Product Development Process Agile. Iterative. Informed. Fast. These are hallmarks of today s effective new product development, with the goal of establishing
More informationIs Customer Service Relevant?
Is Customer Service Relevant? Lessons from Successful Service Organisations Markus Groth Australian School of Business University of New South Wales Insight #1: Services are different from products. Page
More informationTelecommunications Industry ebook Three Pillars of Churn Reduction
www.responsetek.com Telecommunications Industry ebook Three Pillars of Churn Reduction Aware Buy Install Use Support Billing Move Servicing Credit Ops Retention Technician B2 B1 Call Centre B1,2 B1,2 B1
More informationElectronic Health Records in a System of Care Setting: Lessons Learned from the Field
Electronic Health Records in a System of Care Setting: Lessons Learned from the Field Spencer Hensley Wraparound Evaluation and Research Team Christine Graham Stars Behavioral Health Group Eric Bruns Wraparound
More information7 STEPS. - to - Designing an Incentive Compensation Plan that Drives Sales Per formance
7 STEPS - to - Designing an Incentive Compensation Plan that Drives Sales Per formance S ales organizations focus intensely on improving sales plan compensation, and for good reason: 74% of companies surveyed
More informationListen Like a Leader. How Utilities Can Use VOC and VOE Programs to Inform Their Strategies
Listen Like a Leader How Utilities Can Use VOC and VOE Programs to Inform Their Strategies Shawn Silzer, Senior Manager, Consulting Solutions, E Source Contents Customer and Employee Feedback: The Missing
More informationNeed to demonstrate a responsible approach to event management? ISO with BSI can help you
Need to demonstrate a responsible approach to event management? ISO 20121 with BSI can help you Reduce your social and environmental impact and cut your event costs with ISO 20121 Organizations are increasingly
More informationSatisfaction Survey Checklist for Accounting Firms. What your firm needs to win at every stage of the survey process
Satisfaction Survey Checklist for Accounting Firms What your firm needs to win at every stage of the survey process INTRODUCTION Here s an idea that won t surprise you: client retention is a key driver
More informationThe 11 Components of a Best-In-Class 360 Assessment
White Paper LEADERSHIP DEVELOPMENT The 11 Components of a Best-In-Class 360 Assessment Crucial elements for your 360 assessment 360-degree assessments are the backbone of most corporations leadership development
More informationResponding to RFPs. Slide 1 Responding to RFIs and RFPs Welcome this module on responding to RFIs and RFPs.
Slide 1 Responding to RFIs and RFPs Welcome this module on responding to RFIs and RFPs. Slide 2 In this module Companies today are spending more time planning and conducting a comprehensive screening process
More informationKey Account Management
By David H. Maister A revised version of this article appeared later as chapter 19 in The Trusted Advisor, Free Press, 2000, by Maister, Green and Galford. To help professional firms design and implement
More informationQuality & Customer Service For Small Organizations
Quality & Customer Service For Small Organizations 10 Point Quality & Customer Service Criteria & Self-Evaluation Tool Written by John Perry December 2008 Version NQI No part of this publication may be
More informationIntroduction to Analytics Tools Data Models Problem solving with analytics
Introduction to Analytics Tools Data Models Problem solving with analytics Analytics is the use of: data, information technology, statistical analysis, quantitative methods, and mathematical or computer-based
More informationHiring the Best. a. The job description describes the duties, functions and responsibilities of the position
WHEN YOU ARE A MANAGER, IT DOES NOT MATTER HOW GOOD YOU ARE WITH YOUR WORK. YOU ARE BEING JUDGED BY HOW WELL YOUR EMPLOYEES DO THEIR WORK. The day you re given the assignment to fill an open position is
More informationPolypropylene Resin Supplier Customer Value & Loyalty Benchmarking Study
Polypropylene Resin Supplier Customer Value & Loyalty Benchmarking Study 2016 Metrics to Manage the Customer Experience Tel: (001) 816-364-6200 Fax: (001) 816-364-3606 www.mastio.com OVERVIEW Mastio &
More informationStrategic inventory management through analytics
Strategic inventory management through analytics BY SEEMA PHULL, ED LAWTON AND REGINALDO A. MONTAGUE EXECUTIVE SUMMARY Many organizations hold plenty of inventory, which in theory means they should be
More informationHDPE & LLDPE/LDPE Resin Supplier Customer Value & Loyalty Benchmarking Studies
HDPE & LLDPE/LDPE Resin Supplier Customer Value & Loyalty Benchmarking Studies 2015 Metrics to Manage the Customer Experience Tel: (001) 816-364-6200 Fax: (001) 816-364-3606 www.mastio.com OVERVIEW MASTIO
More informationVocaLabs SectorPulse: Mobile Phones XV
VocaLabs SectorPulse: Mobile Phones XV July 19, 2007 This Report Covers: Based on data collected during the three months ending June 30, 2007 952-941-6580 www.vocalabs.com SectorPulse Mobile XV, July 19
More informationTechniques A practical path to customer loyalty
Techniques A practical path to customer loyalty The author is a Director of Customer Value Management, Fixed Wireless Access Division, Paignton, UK. Abstract Describes, utilising practical examples/results,
More informationMAXIMIZING FRANCHISEE SURVEYS:
MAXIMIZING FRANCHISEE SURVEYS: A KEY TO ENGAGED AND PROFITABLE FRANCHISES What successful franchises have in common are highly engaged franchisees who participate with passion in the franchise. They are
More informationTIBCO Industry Analytics: Consumer Packaged Goods and Retail Solutions
TIBCO Industry Analytics: Consumer Packaged Goods and Retail Solutions TIBCO s robust, standardsbased infrastructure technologies are used by successful retailers around the world, including five of the
More informationFEEDBACK TO IMPROVE CORE CUSTOMER RELATIONSHIPS: A FRAMEWORK TO IMPLEMENT FACE-TO-FACE SURVEYS
FEEDBACK TO IMPROVE CORE CUSTOMER RELATIONSHIPS: A FRAMEWORK TO IMPLEMENT FACE-TO-FACE SURVEYS Jeff T. Israel Principal SatisFaction Strategies Portland, OR 97229-5017 SUMMARY The paper documents the approach
More informationCHAPTER TWO The Consumer Research Process
CHAPTER TWO The Consumer Research Process Copyright 2010 Pearson Education, Inc. Learning Objectives 1. To Understand the Importance of Consumer Research for Firms and Their Brands, as Well as Consumers.
More informationWHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI
s WHITE PAPER Funding Speech Analytics 101: A Guide to Funding Speech Analytics and Leveraging Insights Gained to Improve ROI 1-800-639-1700 mycallfinder.com A Guide to Funding Speech Analytics and Leveraging
More informationTransforming Learning into a Strategic Business Enabler:
State of the Industry Study Transforming Learning into a Strategic Business Enabler: What does it mean for learning to be a strategic enabler for the business? Submitted by: HCM Advisory Group Sponsored
More informationQuality Management System Guidance. ISO 9001:2015 Clause-by-clause Interpretation
Quality Management System Guidance ISO 9001:2015 Clause-by-clause Interpretation Table of Contents 1 INTRODUCTION... 4 1.1 IMPLEMENTATION & DEVELOPMENT... 5 1.2 MANAGING THE CHANGE... 5 1.3 TOP MANAGEMENT
More informationCO R P O RATE BROCHU RE. Ensuring healthcare is always on
CO R P O RATE BROCHU RE Ensuring healthcare is always on Our Mission We help you ensure healthcare is available. How available is your healthcare? It s an important question. Health systems and hospitals
More informationRECRUITMENT AND RETENTION TRENDS SURVEY Q2 2015
RECRUITMENT AND RETENTION TRENDS SURVEY Q2 2015 RESPONDENT DETAILS INDUSTRIES Variety of industries, with the majority of respondents from Business Support and Logistics, Education, Finance and Financial
More informationThe 10 Big Mistakes People Make When Running Customer Surveys
The 10 Big Mistakes People Make When Running Customer Surveys If you want to understand what drives customer loyalty for your business and how to align your business to improve customer loyalty, Genroe
More informationInformation and Communications Technology (ICT) Strategy Consulting
Information and Communications Technology (ICT) Strategy Consulting Consulting End-to-end ICT consulting services Looking to effectively model your business processes using ICT? You need consulting services
More informationAudit Sampling With MindBridge. Written by: Corey Yanofsky and Behzad Nikzad
Audit Sampling With MindBridge Written by: Corey Yanofsky and Behzad Nikzad Introduction One of the responsibilities of an auditor to their client is to provide assurance that the rate of non-compliance
More informationGUIDELINE FOR WRITING A BUSINESS PLAN
GUIDELINE FOR WRITING A BUSINESS PLAN Copyright CERIM This project is implemented through the CENTRAL EUROPE Programme co-financed by the ERDF. DIRECTORY WRITING A BUSINESS PLAN 3 1. Why you need to write
More informationSESSION 304 Wednesday, April 25,3:00 PM - 4:00 PM Track: Support Essentials
SESSION 304 Wednesday, April 25,3:00 PM - 4:00 PM Track: Support Essentials The Recovery Paradox Ian Clayton Principal, Management 101 ian@servicemanagement101.com Session Description The rules of business
More information7 Secrets To A Successful App
Contact Us : 0203 397 9028 info@red-c.co.uk 7 Secrets To A Successful App At Red C, we hear brilliant mobile app ideas every day. But what we have learnt over the past 15 years is that a great idea cannot
More informationRequirements Gathering using Object- Oriented Models
Requirements Gathering using Object- Oriented Models Software Quality Assurance What is software? According to the IEEE (Institute of Electrical and Electronics Engineers) A software is: Programs, procedures,
More informationA Roadmap to Success: Five Guiding Principles to Incentive Compensation Planning. KMK Consulting, Inc.
A Roadmap to Success: Five Guiding Principles to Incentive Compensation Planning KMK Consulting, Inc. Driving informed business decisions with data services and business intelligence solutions There are
More informationInternational Journal of Advance Engineering and Research Development. An Empirical Study on Requirement of Customer Expectancy Management
Scientific Journal of Impact Factor (SJIF): 5.71 International Journal of Advance Engineering and Research Development Volume 5, Issue 02, February -2018 e-issn (O): 2348-4470 p-issn (P): 2348-6406 An
More informationRelationship Strength in Bank Services
Proceedings from 1994 Research Conference on Relationship Marketing, June 11-13, Atlanta, Georgia, USA Relationship Strength in Bank Services Tore Strandvik and Veronica Liljander 1 Swedish School of Economics
More information2018 Legal Client Satisfaction Report
2018 Legal Client Satisfaction Report Benchmarks and Key Drivers of Client Satisfaction and Service Excellence in Law Firms Table of Contents Introduction 2 Client Satisfaction in Legal 2018 State of the
More informationDiscriminant Analysis Applications and Software Support
Mirko Savić Dejan Brcanov Stojanka Dakić Discriminant Analysis Applications and Stware Support Article Info:, Vol. 3 (2008), No. 1, pp. 029-033 Received 12 Januar 2008 Accepted 24 April 2008 UDC 311.42:004
More informationWalk a Mile in Your Customers Shoes
Walk a Mile in Your Customers Shoes Customer Listening and Loyalty Modeling ebook Follow the Trail of Touchpoints All brands deliver something. Top brands work to deliver an exceptional customer experience
More informationRenewable Differentation. The Antidote to Accelerated Commoditization
Renewable Differentation The Antidote to Accelerated Commoditization Today's Reality: Accelerated Commoditization Commoditization of products and services is occurring more quickly today than ever before,
More informationData Mining in CRM THE CRM STRATEGY
CHAPTER ONE Data Mining in CRM THE CRM STRATEGY Customers are the most important asset of an organization. There cannot be any business prospects without satisfied customers who remain loyal and develop
More informationKillTest *KIJGT 3WCNKV[ $GVVGT 5GTXKEG Q&A NZZV ]]] QORRZKYZ IUS =K ULLKX LXKK [VJGZK YKX\OIK LUX UTK _KGX
KillTest Q&A Exam : IIA-CIA-Part3 Title : Certified Internal Auditor - Part 3 study guide with online review Version : Demo 1 / 8 1.A traditional quality control process in manufacturing consists of mass
More informationSoftware Reliability
Software Reliability Measuring Software Reliability D L BIRD 2003 Abstract This paper sets out a technique for measuring software reliability. It introduces a new style of metric that establishes software
More informationWHITE PAPER February Pay-for-Performance Solutions A Delivery Model for a Risk-free, Turnkey Customer Acquisition Channel
WHITE PAPER February 2009 Pay-for-Performance Solutions Introduction Though the success of live chat is generally well-documented, many ecommerce managers today have deep concerns about implementing it
More informationRESULTS. SAMPLE OF AN ACTUAL REPORT (PART II) Name of site left off. CERTIFIED: No Yes
MC WORKFORCE DEVELOPMENT BOARD Technical Assistance Report For XXX Center or Organization From the Certification Subcommittee Of the Quality Assurance Committee DATE SAMPLE OF AN ACTUAL REPORT (PART II)
More informationChapter 2 Consumer Research. Chapter Outline
Chapter 2 Consumer Research Consumer Behavior, Ninth Edition Schiffman & Kanuk Copyright 2007 by Prentice Hall Chapter Outline Introduction to Quantitative and Qualitative Research Overview of the Consumer
More informationPractice Notes IMPROVING THE IMPACT OF MICROFINANCE ON POVERTY: ACTION RESEARCH PROGRAMME
Practice Notes IMPROVING THE IMPACT OF MICROFINANCE ON POVERTY: ACTION RESEARCH PROGRAMME ISSN: 1740-4711 NUMBER ONE 2003 The Feedback Loop Responding to client needs is a global action research What is
More informationCUSTOMER EXPERIENCE JOURNEY
Next generation market research CUSTOMER EXPERIENCE JOURNEY Understand and manage the drivers of customer satisfaction and loyalty, and increase customer retention. response:now +1 929 241 0192 hello@responsenow.io
More informationAN INNOVATIVE 7-STEP ATTAINMENT STRATEGY FOR MARKETING LEADERS IN THE UK
AN INNOVATIVE 7-STEP ATTAINMENT STRATEGY FOR MARKETING LEADERS IN THE UK "Insanity is doing the same thing over and over and expecting a different result" - ALBERT EINSTEIN JGA RECRUITMENT have mapped
More informationIMPROVE. Chapter 3-6 FMEA Institute of Industrial Engineers 3-6-1
Chapter 3-6 FMEA 3-6-1 FMEA Definition A procedure by which each potential failure mode in a system is analyzed to determine the results of effects thereof on the system and to classify each potential
More informationCapability Maturity Model the most extensively used model in the software establishments
International Journal of Scientific and Research Publications, Volume 6, Issue 5, May 2016 710 Capability Maturity Model the most extensively used model in the software establishments Ajith Sundaram Assistant
More informationBEST PRACTICES IN BEST PRACTICES IN STUDY FEASIBILITY
BEST PRACTICES IN P R E V I E W O F BEST PRACTICES IN STUDY FEASIBILITY A U G U S T, 2 0 1 6 REPORT OVERVIEW One of the primary challenges to successfully completing a clinical study is estimating the
More informationDefect Escape Analysis: Test Process Improvement. Author: Mary Ann Vandermark IBM Software Group, Tivoli Software January 23, 2003
Defect Escape Analysis: Test Process Improvement Author: Mary Ann Vandermark IBM Software Group, Tivoli Software January 23, 2003 Definition of Escape An escape is a defect that wasn t discovered by test
More informationWhat s happened CUSTOMER LOYALTY? And 5 Steps You Can Take To Get It Back
What s happened to CUSTOMER LOYALTY? And 5 Steps You Can Take To Get It Back What s happened to CUSTOMER LOYALTY? A business without customers is just a hobby, and loyal customers are the most important
More informationTotal Quality Management Chapter 5 Focusing On Customers
Total Quality Management Chapter 5 Focusing On Customers Chapter5 1 Who are the customers Customers means business. It is obvious that business can not survive without customers. A customer can be defined
More informationUtility. Commercial Customer Engagement: The Five Analytics Strategies
Utility Commercial Customer Engagement: The Five Analytics Strategies Introduction Historically, the utility-commercial customer relationship has been relatively simple: the utility supplies reliable power
More informationABB s Net Promoter Score: Why we re not satisfied with customer satisfaction...
ABB s Net Promoter Score: Why we re not satisfied with customer satisfaction... A question of loyalty Well I try, and I try, and I try and I try. I can t get no satisfaction. The Rolling Stones The problem
More informationCustomer Satisfaction Survey Report Guide
OVERVIEW The survey is designed to obtain valuable feedback and assess customer satisfaction among departments at CSU San Marcos. The survey consists of ten standard items measured on a 5-point scale ranging
More informationCHAPTER 1 Defining and Collecting Data
CHAPTER 1 Defining and Collecting Data In this book we will use Define the variables for which you want to reach conclusions Collect the data from appropriate sources Organize the data collected by developing
More informationTable of Contents. 2 Introduction: Planning an Audit? Start Here. 4 Starting From Scratch. 6 COSO s 2013 Internal Control Integrated Framework
Table of Contents 2 Introduction: Planning an Audit? Start Here 4 Starting From Scratch 6 COSO s 2013 Internal Control Integrated Framework 8 Preparing for a Planning Meeting 10 Preparing the Audit Program
More information