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Customer Satisfaction score

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  • #45230

    Pal
    Participant

    Hello,
    I have taken up a project to improve the email customer satisfaction score in a BPO company. This is how the customer satisfaction score is calculated:
    1. Customer sends in a query via e-mail2. Customer service representative replies to that e-mail3. Along with the e-mail, an automated survey gets attached4. Customer opens up a survey and rates the service on various aspect such as personalized response, helpful, issue resolved, etc.
    Currently, the score is not meeting the client’s expectations. Can you please provide me the step by step procedure of how do I approach this problem.
     

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    #147043

    Summerfield
    Participant

    Hi Pal,
    Kudos to your project selection. But did u start ur problem by defining to wht level u want to improve ur satisfaction. Start with wht is the current satisfaction level. Your survey should contain the CTQ parameters and the KPI for the business. Obtain a QFD/AHP of the Company Process leading to satisfaction. Get them into Quantifiable metrices. Do a SPC to determine the present sarifction standing.
    Based on the survey do a FMEA and rate the process importance. Try out on Regression and Variance to determine importance of the parameters you intend to improve. Gage the attributes. Have limits and controls as per the industry benchmarks and thru SPC.
    Improve relevant processes after teh Root Cause Analysis and do a survey again to see the improvement and Sigma Shift if any for the process.
    Though I believe that the surevey designing should be done FIRST with lot of care as per the KPI’s first and that they give measurable outputs. Remember you get enough survey data points to get a true pirture of the population.
    Hope you find this information useful. Drop a line at [email protected] , and send me nature of business, nature of support and the survey questioniere and survey results if you have already started reveiving it. I will try to add on HOW TO of the process.
    Thnx
    Ash

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    #147050

    Pal
    Participant

    Hello Ash,
    Thanks for your quick response. Let me give you some specifics:
    Client has given us the target of 70% satisfaction score i.e. 70% of the customers should rate the e-mail as ‘Satisfied’. In all, there are five categories i.e. Very Satisfied, Satisfied, Neutral, Dissatisfied, and Very Dissatisfied.
    Please know that this survey is designed and conducted by the client. We were meeting client’s expectations for 2 years; however, since 6 months we are below expectations i.e. every month we achieve 61% or 62% satisfaction score as against 70%. We have enough data i.e. every month 2000 – 2500 surveys goes out. The survey consists of more than 40 questions wherein customer rates us on dissatisfaction reason, time taken to respond an e-mail, tone of an e-mail i.e. helpful, friendly, response length, etc – but still it is difficult to identify the CTQ as all the customers want good response (which includes friendly, right length, helpful, etc) in quick time. It seems that if customer service representative fails to correctly address customer’s problem or turns down customer’s request because of the client’s policy, then customer rates us dissatisfied (this needs to be verified as this is the feeling of some Customer Service Representatives) – can I go ahead with their gut feeling as an input to QFD and can consider this as a CTQ.  
    Nature of business: Email support by a BPO (Business Process Outsourcing) for an online company in UK
    Nature of support: Email support
    I would not be able to provide you the survey questionnaire and results as it is against our company policy.
    Please know that I am also sending this reply to your account mentioned in your response.
    Thanks a lot for your help and looking forward to your response,
    Pal
     

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    #147052

    Whitehurst
    Participant

    Hi Ashish,
     
    Without understanding the nature of business how can someone give such kind suggestion. Please try to understand the meaning of BPO before giving such kind of stupid suggestions.
     
    regards
    joe

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    #147053

    Summerfield
    Participant

    Hi Joe,
    True wht ever i told was withouut proper insight of the nature of business, but what ever feedback gave is a generalized approach to be applied to all processes. And as far as my understanding of BPO goes, I have over 5 yrs Operational and Sr. Mgt experience in BPO. A constructive criticizm would be have been more appretiated, more so assistance/inputs (INTELLIGENT SUGGESTIONS as per you) to Pal would have been handsome.
    Hi Pal,
    I am working on your problem… will be giving you feedback soon…
    Thnx
    Ash

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    #147055

    Pal
    Participant

    Ash,
    Thanks for taking out time to help me out with this problem. Your suggestions were indeed helpful.
    Awaiting your response,
    Pal

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    #147063

    Monk
    Participant

    Pal,
    If you donot have any idea of how to proceed with the project, then why are you working on this project?
    Looks like you are not equiped enough to do the improvement project and are being forced to do something. Remember that half knowledge is always dangerous. Cautions…you need to have a coach to guide you?
    BTW, Does your organization have six-sigma program or you are doing soemthing on your own?
    Monk

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