The term innovation can be defined as something original and new. Has the way we deliver customer service changed in the last 50 years? Delivering service with a smile and a positive attitude hasn’t changed but what about the data used to improve service? Many organizations have numerous reports and data but lack the innovation to make simple changes to affect results. Survey results are a great tool but what are you doing with them? Are you using the results to create an action plan? What metrics do you use to help build your case for positive change? In this session Eddie will share with you useful methods to improve the quality of your service delivery on a continual basis. Key takeaways include; survey questions, actions based on results, metrics and templates.
Gen AI in Business - Global Trends Report 2024.pdf
2014 HDI Conference: Session 203: Continual Service Innovation Using Surveys and Metrics to Improve Service Delivery
1. Continual Service Innovation: Using
Surveys and Metrics to Improve Service
Session 203
Eddie Vidal – University of Miami
2. Eddie Vidal
• HDI & Fusion Track Chair
• HDI & Fusion Conference
Speaker
• HDI Strategic Advisory Board
• President Emeritus of South
Florida HDI Local Chapter
• Published in Support World
Magazine & HDI Connect
• HDI Support Center Manager
Certified
• ITIL V3 Foundation & OSA
Certified
• itSMF monthly podcast producerManager, UMIT Service Desk
evidal@miami.edu
eddie_vidal@yahoo.com
305-439-9240 @eddievidal
http://www.linkedin.com/in/eddievidal
3. @eddievidal
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important to
use metrics.
• Templates
Takeaways
3
5. @eddievidal
• Surveys to improve Service Delivery
• Call Monitoring to improve Customer
Service
• Incident Tracking to improve processes,
documentation and knowledge base
What do you measure now?
5
Employee Surveys
6. @eddievidal
• What is not defined cannot be controlled.
• What is not controlled cannot be
measured.
• What is not measured cannot be
improved.
Define | Measure | Improve
6
7. @eddievidal
• Introduction of something new original or
important
• A new idea, method, or device
• Better solutions
• Doing things different
Innovation
7
11. @eddievidal
Lencioni Model for Team Effectiveness
Inattention
to Results
Avoidance of
Accountability
Lack of Commitment
Fear of Conflict
Absence of Trust
11
12.
13. First Attempt
• Kept it simple
• 5 questions
• Phone calls by students
• 105 surveys
Surveys at the U
13
14. • Different department &
role
• Expanded reach
• Created SharePoint
Incident and Request
form
• 238 surveys
• 3 or below, take action
• Positive comments
shared on monthly basis
Surveys at the U
14
15. @eddievidal
Customer Surveys
1. Overall quality of IT Support Center Staff?
2. IT Support Staff handling my problem was
knowledgeable?
3. IT Support Staff handling my problem was
courteous and professional?
4. Incident was resolved to my complete
satisfaction?
5. Resolution of your incident completed in a
timely manner?
15
17. Survey Results
Overall Survey Results Start Date 6/4/12, Scores after 238 surveys 1/18/13
Customer Satisfaction with
1 (Very
Dissatisfied)
2
Dissatisfied 3 Neutral
4
Satisfied
5 (Very
Satisfied)
Total
Satisfaction
(Combined
4/5
Percentage) Mean
The courtesy of the representative 1% 0% 3% 4% 91% 96% 4.79
The technical skills/knowledge of the
representative? 1% 0% 3% 6% 89% 95% 4.81
The timeliness of the service provided? 1% 3% 3% 5% 87% 92% 4.73
The quality of the service provided? 1% 2% 3% 4% 90% 95% 4.82
The overall service experience? 2% 1% 2% 8% 88% 95% 4.85
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19. Surveys Comparisons
Overall Survey Results USS HDI Education Healthcare
The courtesy of the analyst 97.5% 97% 96% 97%
The technical skills/knowledge o 96.5% 95% 94% 96%
The timeliness of the service pro 95% 92% 92% 94%
The quality of the service provide 96.6% 94% 93% 95%
The overall service experience 96% 93% 92% 94%
Overall Mean scores USS HDI Education Healthcare
The courtesy of the analyst 4.87 4.84 4.82 4.87
The technical skills/knowledge o 4.83 4.78 4.74 4.82
The timeliness of the service pro 4.75 4.69 4.68 4.74
The quality of the service provide 4.83 4.76 4.72 4.8
The overall service experience 4.8 4.72 4.69 4.77
19
20. Write a blog,
write
something!
Celebrate Your Success
University of Miami User
Support Services scores higher
customer satisfaction ratings
than 2012 HDI Customer
satisfaction benchmarking
study report.
20
21. • New department
• All of UMIT
• New ITSM tool
• 1 out of 10
• 10% response rate
• Started July 12, 2013
• 1975 Surveys received as
of March 24th
Surveys at the U
21
25. @eddievidal
• Propose Operational meeting to review
• Review Results
– Beginning to current
– Last 30 days
– Last week
– Focus on 3 or below
– Strive for 5 and celebrate!
• Departmental Breakdown = Breakdown
Silos?
• Benchmark – Implement - Improve
Next Steps
Define – Measure - Improve
25
27. @eddievidal
• Recognize Rock Stars
• Learn from departments doing well
• Coaching opportunities
• Align with the Business
Benefits & Value
27
28. @eddievidal
• Use surveys for rewards, recognition and
annual performance review
• Meet with business partners once a week
• Share survey with outside
vendors/partners
Other Organizations
28
31. @eddievidal
• What do we do with the feedback?
We carefully review all survey results as
soon as they arrive. Survey results are
shared with staff and are used for coaching
and kudos. We want you to know how we
are doing, too. Every month we will update
this site with our latest customer satisfaction
score.
Infinite Campus
31
Courtesy of Gina Montague – Infinite Campus
34. @eddievidal
Quality
• Ticket Accuracy Review
– Has the customer been contacted within 24 hours?
– Are the diary entries user friendly?
– Has the customer been kept in the loop?
– Was customer sign-off obtained?
34
38. @eddievidal
Taking it to another level
• Use an incident for same call
• Follow the trail from beginning to end
• To post or not to post?
• Create competition
38
40. @eddievidal
• Strategies for improving service
• UM Approach – Keeping it simple
• Useful information – Why it’s important to
use metrics.
• Templates
Takeaways
40
41. @eddievidal
Thank you for attending
Contact Information
Eddie Vidal
305-439-9240
eddie_vidal@yahoo.com
evidal@miami.edu
http://www.linkedin.com/in/eddievidal
@eddievidal
Please Complete the
Session Evaluation
41
www.HDIConference.com/Eval