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The purpose of the Customer Feedback Survey is to facilitate a better understanding of what our customers think of the service they receive from the Customer Support Centre (CSC).
Customer feedback will be utilised to identify areas for improvement within the department, it also provides a feedback mechanism on the performance of individual agents.

7601 surveys have been submitted (via email) to PlusNet customers that have called the CSC. 2.5% of the surveys were completed which represents a sample size of 0.4% of all customers that have had telephone contact with a CSC agent last month.

It is important to highlight these statistics in order to allow the data presented within this report to be taken in context. Although the results gathered from the survey are a random sample of customers that have spoken to a CSC agent, the results do represent a very small sample of the total calls handled within the CSC during the month.

The graphs below represent a selection of the questions asked to the customers to demonstrate the differing types of feedback we receive each month.

Type Of Query

In the CSC there are a number of different skill sets for the analysts. The options selected during the IVR (phone menu) will route you to the correct person to deal with your query.

Call Wait Time

Unfortunately this month the wait times have increased slightly. To combat this the CSC has now been restructured to ensure there are enough staff with the relevant skillsets on shift during the busy periods.

Extended Wait Message

When you call us and there is a wait on the phone we like to ensure that you know this. As suggested in James’ recent blog, we will soon be advising customers of how long they can expect to wait before their call is answered.

Agent Greeting

Once you have passed through the IVR the first thing you hear is the greeting, this is the first impression you get and can often set the tone for the whole call. It is imperative that the analyst is welcoming and has a helpful attitude.

Agent Empathy

If you have an ongoing query you want to know that the person dealing with your issue understands the problems this is causing and empathises with you. We train the CSC staff in soft skills to ensure they can provide this to you.

Agent Rating

The staff in the CSC have QoS (Quality of Service) testing performed on them on a regular basis. This training is paying off as the results show.

First Time Fix

In many instances an issue can be resolved in the first contact to the support centre. Obviously with more complex issues and faults this isn’t always the case but we aim to resolve as many calls as possible the first time.

Overall Service

Once again we have achieved a new high for the level of customer satisfaction, with the dissat staying under 10%. We have also started to analyse the comments on the survey in more detail and contact the customers in the instances where the situation wasn’t handled well or there was room for improvement. So if you do get one of these surveys please be honest and let us know what you think in the comments section!

Overall Service Trend

I’ve also added a new graph on this month, this one shows the Overall Service in a trend graph so you can see the improvements month to month. The blue line is the level of customer satisfaction and the purple line is the dissat level.

Thanks for reading the results of this survey. I’ll return next month with another update.

Chris.

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This entry was posted by Chris on Tuesday, May 20th, 2008 at 11:00 am and is tagged with and is posted in the category Customer Satisfaction, General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.