FINDINGS FROM THE 1-STOP CONNECTIONS CUSTOMER SATISFACTION SURVEY

Transcription

1 FINDINGS FROM THE 1-STOP CONNECTIONS CUSTOMER SATISFACTION SURVEY Findings from the 1-Stop Connections Customer Satisfaction Survey Page 0 of 18

2 Contents 1 Abstract Executive Summary Introduction Methodology Data Collection Customer Perception The method of contact Figure Satisfaction with over the phone Customer Service Figure Figure Figure Satisfaction with Support received via Figure Figure Figure Satisfaction with Support received via both methods Figure Figure Figure Overall satisfaction Figure Comparison to 2010 Results Actions Customer Service The communications and follow up continued through to resolution Responsiveness to calls and s The required help was offered Contact Appendix Survey questions Findings from the 1-Stop Connections Customer Satisfaction Survey Page 1 of 18

3 1 ABSTRACT 1-Stop Connections (1-Stop) conducted a survey of its customers in October All of the questions addressed issues of customer satisfaction and topics included the perception of phone and interaction. The survey respondents were also invited to leave comments and suggest an area for improvement. The survey questions included: An option to choose phone, or both as the contact method Those who indicated that they contact 1-Stop via only gave an overall higher rating on the quality of service Generally respondents rated 1-Stop s Customer service over the phone as polite and attentive Respondents viewed 1-Stop s service as polite and knowledgeable The responses to the questions given were quite different compared to 2010 survey where they rated 1-Stop s service as courteous and professional and lacking in knowledge. 2 EXECUTIVE SUMMARY In October 2011, 1-Stop Connections conducted a Customer Satisfaction Survey of its customers who are made up of Stevedores, Importers, Exporters, Shipping Lines, Customs, Brokers and Forwarders, and trucking companies. The customer satisfaction questions addressed perceptions and experience during their contact with 1-Stop s customer service team. The contact included over the phone and , and respondents were asked to indicate whether they contacted 1-Stop through one method or both. Method of contact Results are almost evenly split between phone, and both Phone only contact 92% of respondents report that their call is answered promptly Over 85% of all respondents agree that the communications and follow up from 1-Stop continued through to resolution only contact Almost 100% of customers surveyed agree that having a case number helps keep track Over 98% of respondents agreed to all the statements about service via Both Those who indicated that they use both methods to contact 1-Stop rated the phone service better than service 3 INTRODUCTION Each year 1-Stop Connections conducts a Customer Satisfaction Survey, and this year s was undertaken in October. The survey is entirely devoted to customer satisfaction issues. The questions addressed perceptions and recent experience. This year the respondents were asked to indicate which method they use to contact 1-Stop as the questions related to their choice: Phone Both The questions covered the following topic areas: Courtesy, promptness and help received from 1-Stop staff Satisfaction with the timeliness and comprehensiveness of support received via Findings from the 1-Stop Connections Customer Satisfaction Survey Page 2 of 18

4 The Customer Satisfaction Survey questions different from previous surveys but comparisons can still be made. Where such comparisons can be made, they are presented in this report. Overall the results were an improvement in level of satisfaction to the previous years. 3.1 Methodology Anyone who has contacted 1-Stop Connections for a support issue in 2011 and had their issue logged in 1-Stop s case management system were included in the survey. Altogether, 2464 people were eligible to respond to the survey. 3.2 Data Collection Data collection was carried out in October The survey used a mixed-mode methodology that included web and mail surveys. Following standard survey procedures, multiple contact attempts were made in order to maximize survey response rates. s containing a link to the survey web site and unique credentials were sent. Additional reminder s were sent to non-responding applications about two weeks after the initial . The final reminder was sent another two weeks after the reminder. Of the people invited to respond, 486 responses were received, yielding a response rate of 20%. The following sections present results from the 1-Stop Connections Customer Satisfaction Survey The questions that comprise this survey are reproduced in the appendix. 4 CUSTOMER PERCEPTION 1-Stop Connections aims to delight the customer with service that is second to none. The 1-Stop Connections Customer Satisfaction Survey 2011 collected information about the following: 4.1 The method of contact Customers can contact the 1-Stop Connections Customer Service Representatives (CSRs) via phone or with questions about its services, or to report issues and request a resolution. Respondents were asked to select which method they use to contact 1-Stop Phone Both The responses in graphical format Figure 4.1 Findings from the 1-Stop Connections Customer Satisfaction Survey Page 3 of 18

5 What method do you use to contact us for support? 37% 30% Phone Both 33% 4.2 Satisfaction with over the phone Customer Service Respondents were asked to indicate how satisfied they were that the call was answered promptly and to rate the service in the following categories: Politeness Knowledge Enthusiasm Attentiveness Responsiveness And whether they agreed or disagreed to the statements: The call was efficiently handled The communications and follow up continued through to resolution The required help was offered Table 4.1 shows the responses in percentages Table 4.1 Response Are you satisfied that your call was answered 92% answered yes to this question promptly? Respondents gave a rating of Average or above for the following categories: Politeness 98% Knowledge 90% Enthusiasm 96% Attentiveness 90% Responsiveness 94% Respondents agreed to the following statements: The call was efficiently handled 93.98% The communications and follow up continued 88.55% Findings from the 1-Stop Connections Customer Satisfaction Survey Page 4 of 18

6 through to the resolution of the issue The required help was offered 90.96% The responses in graphical format Figure Are you satisfied that your CALL was answered promptly by a representative? 0 Yes No Figure % 98% 96% 94% 92% 90% 88% 86% 84% % of respondents who rated customer service in the following categories as Average or above Politeness Knowledge Enthusiasm Attentiveness Responsiveness Total 98% 90% 96% 90% 94% Findings from the 1-Stop Connections Customer Satisfaction Survey Page 5 of 18

7 4.2.3 Figure % % of respondents who agreed to the statements 96% 94% 92% 90% 88% 86% 84% 82% The call was efficiently handled The communications and follow up continued through to the resolution of the issue The required help was offered Total 90% 87% 95% 4.3 Satisfaction with Support received via Respondents were asked to indicate how satisfied they were that the was answered promptly and to rate the service in the following categories: Politeness Knowledge Attentiveness Responsiveness And whether they agreed or disagreed to the statements: The was efficiently handled The communications and follow up continued through to resolution The required help was offered Having a case number helps keep track Table 4.2 shows the responses in tabular format Table 4.2 Response Are you satisfied that your was answered promptly? Over 95% answered yes to this question Respondents gave a rating of Average or above for the following categories: Politeness 99% Knowledge 99% Attentiveness 99% Responsiveness 98% Findings from the 1-Stop Connections Customer Satisfaction Survey Page 6 of 18

8 Respondents agreed to the following statements: The was efficiently handled 98% The communications and follow up continued 98% through to the resolution of the issue The required help was offered 98% Having a case number helps keep track 99% The responses in graphical format Figure Are you satisfied that your was answered promptly? Yes No Figure 4.6 Findings from the 1-Stop Connections Customer Satisfaction Survey Page 7 of 18

9 100% % of respondents who rated customer service in the following categories as Average or above 99% 98% 97% 96% 95% Politeness Knowledge Attentiveness Responsiveness Total 100% 99% 99% 98% Figure % % of respondents who agreed to the statements 99% 98% 97% 96% The was efficiently handled The communications and follow up continued through to resolution The required help was offered Having a case number helps keep track Total 98% 98% 98% 99% 4.4 Satisfaction with Support received via both methods Respondents were asked to indicate how satisfied they were that the call and was answered promptly and to rate the service in the following categories: Politeness Knowledge Findings from the 1-Stop Connections Customer Satisfaction Survey Page 8 of 18

10 Attentiveness Responsiveness Enthusiasm And whether they agreed or disagreed to the statements: The call or was efficiently handled The communications and follow up continued through to resolution The required help was offered Having a case number helps keep track Table 4.3 shows the responses in tabular format Table 4.3 Response Are you satisfied that your call was answered promptly? Over 85% answered yes to this question Are you satisfied that your was answered promptly? Almost 82% agreed that the was answered promptly Respondents gave a rating of Average or above for the following categories: Politeness 98% Knowledge 83% Attentiveness 87% Responsiveness 82% Enthusiasm 93% Respondents agreed to the following statements: The call or was efficiently handled 93% The communications and follow up continued 88% through to the resolution of the issue The required help was offered 95% Having a case number helps keep track 98% The responses in graphical format Figure 4.8 Are you satisfied that your CALL was answered promptly? Are you satisfied that your was answered promptly? Yes No 0 Yes No Findings from the 1-Stop Connections Customer Satisfaction Survey Page 9 of 18

11 4.4.2 Figure % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% % of respondents who rated customer service in the following categories as Average or above Politeness Knowledge Attentiveness Responsiveness Enthusiasm Total 98% 83% 87% 82% 93% Figure 4.10 Findings from the 1-Stop Connections Customer Satisfaction Survey Page 10 of 18

12 100% 98% 96% 94% 92% 90% 88% 86% 84% 82% 80% % of respondents who agreed to the statements The call or was efficiently handled The communications and follow up continued through to resolution The required help was offered Having a case number helps keep track Total 93% 88% 95% 98% 4.5 Overall satisfaction Respondents were asked to indicate their overall level of satisfaction with the service provided by 1-Stop Connections customer service representatives and to suggest an area of improvement. Table 4.4 shows the responses in tabular format Table 4.4 Responses Overall satisfaction 93% indicated that they are satisfied with the level of service provided by the CSRs Where 1-Stop can improve: Faster/More Efficient 38% Friendlier 8% Communicate better 24% Other 30% The responses in graphical format Figure 4.11 Findings from the 1-Stop Connections Customer Satisfaction Survey Page 11 of 18

13 In regards to customer service, where do you think we can improve? 40% 35% 30% 25% 20% 15% 10% 5% 0% Faster/more efficient Friendlier Communicate better Other Total 38% 8% 24% 30% Findings from the 1-Stop Connections Customer Satisfaction Survey Page 12 of 18

14 5 COMPARISON TO 2010 RESULTS 1-Stop Connections conducted a survey in 2010 with similar questions, however some questions were changed or removed completely. Therefore for the purpose of comparing the results from the current year and last year, this section will only show the questions that are related. Table 5.1 shows the comparisons in tabular format Table 5.1 The time it took to speak to a CSR Being given immediate and full attention Phone Both 65% were satisfied with the time it NA A dramatic increase: 92% 86% were satisfied that the took to speak to a CSR were satisfied that the call call was answered promptly 79% agreed to being given immediate and full attention by the CSRs was answered promptly NA Another increase, 90% agreed that the service is attentive CSR Knowledge 62% agreed to this statement NA 90% rated the knowledge as average or above The time it took the CSR Half of respondents were satisfied NA Over 90% of respondents to resolve the call with the time it took to resolve their agreed that the call was responses are prompt and informative issue This year s result was 61% 98% of respondents agreed that the was efficiently handled handled efficiently NA Overall satisfaction This was 71% in % 87% agreed that the service is attentive 83% rated the knowledge as average or above Over 93% of respondents agreed that the call was handled efficiently 81% of respondents agreed that the was efficiently handled Findings from the 1-Stop Connections Customer Satisfaction Survey Page 24 of 18

15 6 ACTIONS The results from the 1-Stop Connections Customer Satisfaction Survey identify key areas of improvement for the Customer Service department, as well as the survey itself. Based on the feedback in the survey, there could be improvements in the time the follow up communication; the responsiveness and offering the required help. 6.1 Customer Service There are 3 areas that respondents disagreed with the most: The communications and follow up continued through to resolution Responsiveness to calls and s The required help was offered The communications and follow up continued through to resolution The factors causing this may be attributed to the following: The customer service team s focus has been on incoming work to keep within SLAs rather than following up existing issues/cases. 3rd party responses have been minimal and multiple follow-ups are required before an actual update is obtained. The Application support team have a high workload and have on occasion not given a response in expected timeframe The steps for improvement are: A new case management system that has alerting capabilities will improve the level of visibility for the customer service team to enable case follow up A SharePoint list for escalated cases will be made available so that the support teams will have visibility on who they need to update when multiple users are affected Responsiveness to calls and s The factors causing this may be attributed to the following: Staff planned and unplanned leave in addition to seasonal peaks in calls Large periods of non-coverage during office hours due to multiple staff meetings on the same day has led to delays in s The Customer Service team meetings requires the Application support team to provide skeleton and phone coverage during this time. The service skill level, combined with the coverage has impacted response times This year all three support teams have been involved in Customer Service Training, which means that for one day a month the Service Delivery department are operating with skeleton staff Lack of case management during staff absences has meant that some cases don t get attended to until the absentee has returned Clients are not aware of the SLA and have a different expectation than 1-Stop The steps for improvement are: Customer service team meetings have been moved to Fridays because they tend to be quieter periods of client activity. This will allow the Application support to better manage the call load and means that clients experience shorter periods of skeleton coverage Team awareness and communication will be promoted during service team meetings Team meetings will also include discussion on how the support teams can streamline the communication process Publish the SLA via an announcement or an auto- generated upon sending an to the Helpdesk mailbox Findings from the 1-Stop Connections Customer Satisfaction Survey Page 24 of 18

16 6.1.3 The required help was offered The factors causing this may be attributed to the following: Lack of industry knowledge, especially in regards to CMR Knowledge gaps occur when new staff commences A steep learning and support curve is experienced when new projects are implemented The steps for improvement are: The Customer service team will receive training as soon as possible for CMR, and other applications and services will follow Documentation will be updated and kept up to date so that all the necessary information is immediately available to the service teams, especially new staff. 6.2 Contact Respondents had the option to leave their contact details to discuss any issues or concerns. 1-Stop will be contacting them in the following manner: The members of the Customer Service team will call all respondents who provided us with their phone number, and those who provided their address The team will action the following process: Thank the respondent for completing the survey Acknowledge the fact that the client has provided 1-Stop with their contact details Ask the respondent if they have any questions or concerns which they would like to raise Depending on what gets raised, the feedback will be communicated to the relevant department and a call/response back will be arranged The respondent will be thanked once again for their time and for their valuable feedback Findings from the 1-Stop Connections Customer Satisfaction Survey Page 25 of 18

17 7 APPENDIX Survey questions The respondent will be taken to questions relating to their answer. The screen shots below show the sequence of questions if the respondent chose Both since option this encapsulates all questions. Findings from the 1-Stop Connections Customer Satisfaction Survey Page 26 of 18

18 Findings from the 1-Stop Connections Customer Satisfaction Survey Page 27 of 18