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MEASURING CUSTOMER SATISFACTION
Presentation by Paul van Veenendaal November 2015 Copyright CSBA
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TODAY’S TOPICS
1 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
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AGENDA AND OBJECTIVES
2 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
FRAMEWORK FOR MEASUREMENT
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CUSTOMER CENTRIC ORGANISATION
November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
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CUSTOMER FOCUSED KPIs
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SUPERANNUATION RANGE OF NPS
TERTIARY PERFORMANCE
November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
COMBINED MEASURES
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EXAMPLE: UK SIM PROGRAM
(SERVICE INCENTIVE MECHANISM)
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SIM OUTLINE
November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
SIM UK EXPERIENCE
7 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
SIM UK EXPERIENCE
8 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
SIM & DEVELOPMENT IN THE UK
9 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
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THE PILOT WSAA PROGRAM
10 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
WSAA PROGRAM OVERVIEW
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SUMMARY OF WSAA COMPONENTS AND CALCULATION
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November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
SAMPLE REPORTING
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Water Supply Association Australia (WSAA)
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10
20
30
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50
60
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90
100
Overall Customer Satisfaction
0 20 40 60 80 100 120 140 160 180 200
UTILITY B
UTILITY H
UTILITY G
UTILITY F
UTILITY A
UTILITY C
UTILITY D
UTILITY E
Benchmark - Mystery Shopping
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50
100
150
200
Wanted/Unwanted CallsUnwanted Calls Wanted Calls
0 10 20 30 40 50 60 70 80 90 100
UTILITY A
UTILITY B
UTILITY C
UTILITY D
UTILITY E
UTILITY F
UTILITY G
UTILITY H
First Call Resolution
External
Internal
-40
-30
-20
-10
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NET EFFORT SCORE (NES)
DRIVERS %
Informative 70
Wait time 80
Knowledge Staff 60
Extra Mile 40
Fairness 73
ISSUES SCORE
Developer services 15
Hardship handling 12
Payment plan 10
Meter reading 8
Incorrect customer details 7
Leakage 7
Supply interuption 5
MAJOR PROCESS ISSUES
0%
2%
4%
6%
8%
10%
12%
Abandonment RatePhone Email
November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
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THE PILOT WSAA PROGRAM
13 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
SUMMARY
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SUMMARY
15 November 2015 | Presentation to ESSENTIAL SERVICES COMMISSION WATER PRICING CONFERENCE | Copyright CSBA
QUESTIONS?
Thank You
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