Using ICS to support Service Performance
description
Transcript of Using ICS to support Service Performance
Institute of Customer Service
Bob Winnington
Account Director
Traveline 9th September 2010
service-profitability cycle
Investment in People
Increase in service excellence
Increase in customer loyalty
Less resources required to manage and
recruit
Increased profit and efficiency
ics model
here to help…
• networking / events/ study visits• authoritative voice – research• share best practice• professional development for individuals• benchmarking organisational improvement• accreditation – organisations & individuals• forward thinking• demonstrate customers are at the heart of
your business• improve efficiencies • improve customer service
Institute of Customer Service
ICS ServiceMark
by assessing service commitment & delivery
how is it achieved?
how does it work?
Overall ServCheck Index =>65 and all Dimensions score >60 =
Overall customer satisfaction measurement =>65 =
Independent assessment =
why measure customer satisfaction?
• when you’re on a journey, you need to know:– where you are– where you want to be
• action without satisfaction
= wasted resource
Institute of Customer Service
ICS ServCheck
50+
People
Online
survey
Vertical
slice
Online
reports
ServCheck
Index
ICS ServCheck
Institute of Customer Service
UKCSI
UKCSI results
75.6
80.280.280.0
79.377.477.2
76.775.3
72.372.272.1
70.069.6
77.777.276.9
75.3
50 55 60 65 70 75 80 85 90 95 100
UKCSI
Retail (food)Services
Retail (non-food)Tourism
AutomotiveFinance (insurance)
LeisureFinance (banks)
TransportTelecommunications
Public Services (local)Public Services (national)
Utilities
Northern IrelandScotland
WalesEngland
Jul-10
Jan-10
satisfaction scores
7.87.7
7.87.7
7.3
7.77.3
7.67.6
7.47.8
7.67.7
7.8
7.57.4
5.34.9
7.47.5
3 4 5 6 7 8 9 10
Staff appearanceHelpfulness of staffFriendliness of staffCompetence of staff
Treated like a valued customerReputationPrice/cost
Product/service qualityBilling
Continuity of staffProduct/service range
Information/adviceEase of doing business
TangiblesHandling of enquiriesBeing kept informed
The outcome of the complaintHandling of the complaint
Speed of serviceOn time delivery/solution
Professionalism
Quality & Efficiency
Ease of doing business
Problem solving
Timeliness
change from Jan 10
0.10.1
0.00.0
0.1
0.10.1
0.10.10.1
0.00.00.0
0.10.1
0.0
0.00.00.0
0.0
0.00 0.10 0.20 0.30 0.40 0.50
Staff appearanceHelpfulness of staffFriendliness of staffCompetence of staff
Treated like a valued customerReputationPrice/cost
Product/service qualityBilling
Continuity of staffProduct/service range
Information/adviceEase of doing business
TangiblesHandling of enquiriesBeing kept informed
The outcome of the complaintHandling of the complaint
Speed of serviceOn time delivery/solution
Professionalism
Quality & Efficiency
Ease of doing business
Problem solving
Timeliness
top two organisations by sector (number of organisations base >10 in brackets)
50 60 70 80 90 100
MazdaHonda
First DirectThe co-operative bank
BUPASAGA
your local restaurantyour local fish & chip shop
Your local Ambulance ServiceGP surgery / health centre
The Identity & Passport ServicePost office
WaitroseMarks & Spencer (food)
John LewisLloyds Pharmacy
your local hairdresseryour local electrician
O2T-Mobile
SAGA HolidaysVirgin Holidays
EurotunnelVirgin Atlantic
Scottish and Southern Energy (SSE)Severn Trent Water
Automotive (15)
Finance (banks)(12)
Finance (insurance) (17)
Leisure(18)
Public Services (Local) (4)
Public Services (National) (7)
Retail (food) (10)
Retail (non-food) (18)
Services (18)
Telecommunications (9)
Tourism (14)
Transport (14)
Utilities (10)
Institute of Customer Service
ics websitesinstituteofcustomerservice.com
nationalcustomerserviceweek.com
We help you to:
instituteofcustomerservice.co.uk
• deliver excellent service
• get ahead of your competitors
• keep your customers satisfied
• motivate your employees
• build an enviable reputation
leading customer service performance and professionalism