Citizens are talking. Are we listening?

Using customer data in your organization

Presented by: Carlos ThomasChief Deputy Tax Collector

Voice of the Customer Data

• How do you know what is most important to your customer?

• What are your customers telling you?

• Does the data support what your experience tells you?

• Using customer data to manage by fact.

Voice of the Customer Data

“Operation Reduce Wait Time”

Collecting Voice of the Customer Data

Methods of collecting Voice of the Customer data:• Customer Requirements Survey• Customer Satisfaction Survey• Customer Complaints / Dissatisfaction• Benchmarking to Comparable Organizations

Using Data in Strategic Planning

Incorporating Voice of the Customer data into strategic planning

• Setting overall strategic direction relative to customer data• Aligning goals to expectations of your customers• Designing strategic initiatives designed to close performance gaps

Using Data in Strategic Planning

Mission / Vision

Financial Responsibility Exceptional Customer Service

Organizational Excellence

Engaged & Knowledgeable Workforce

Managing Customer Expectations

Holding senior leaders accountable for meeting customer expectations• Monthly Business Review Meetings

• Analyzing current results• Reporting progress on strategic initiatives

• Quarterly / Annual Performance Reviews• Executive Action Register

Questions???

Voice of the Customer