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 5th 2016

WHY MEASUREMENT IS IMPORTANT?

National Local Government Customer Service Network Inc 1

• 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
• f 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

• Cost-effective way to understand the

current level

• f

customer service before/ during/ after transition

• Independent

measure

• f

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

PROGRAM DELIVERABLES

National Local Government Customer Service Network Inc 2

• 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

BENEFITS FOR YOU

National Local Government Customer Service Network Inc 3

An excellent return on investment whilst ensuring consistently good customer service

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