WHY YOU NEED TO MEASURE CUSTOMER SERVICE DURING TRANSITION Giles - PowerPoint PPT Presentation

WHY YOU NEED TO MEASURE CUSTOMER SERVICE DURING TRANSITION Giles Haynes - April 5 th 2016

WHY MEASUREMENT IS IMPORTANT?  Customer uncertainty around how amalgamation will impact the way they interact with council  Important for customers to not bear the brunt of change during transition  Customers will expect a greater level of efficiency and service capability  Council needs to maintain high standard of customer service and consistency across all touch points.  An independent, benchmarked assessment of service delivery across channels during transition is required 1 National Local Government Customer Service Network Inc

PROGRAM DELIVERABLES  Cost-effective way to understand the current level of customer service before/ during/ after transition  Independent measure of service consistency  Benchmark of performance against the Local Government Sector and Best in Sector  A baseline measurement that can be tracked over time  Meaningful feedback and reporting 2 National Local Government Customer Service Network Inc

BENEFITS FOR YOU  Robust, independent assessment of the service experience during transition  Clear direction on service gaps and steps required to consistently deliver service excellence during transition  Reduction in repeat enquiries and complaints  More satisfied customers and employees An excellent return on investment whilst ensuring consistently good customer service 3 National Local Government Customer Service Network Inc

GILES HAYNES Business Development Manager E: giles.haynes@csba.com.au M: 0432 011 902 www.csba.com.au