tailieunhanh - The latest thinking on Customer Satisfaction Measurement

Tham khảo tài liệu 'the latest thinking on customer satisfaction measurement', kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | The latest thinking on Customer Satisfaction Measurement Leading Edge Management Consultancy Limited 27th April 2004 Leading Edge Management Consultancy Limited 1 Why we feel we understand the issues around customer satisfaction O We have been carrying out customer service audits, by telephone and face to face interviews, since 1995. O 6000 interviews have been completed O We always use ‘moments of truth’ O Audits are comprehensive but expensive O A web based system is be cheaper O KPI-online was developed and launched (now known as ACE) Leading Edge Management Consultancy Limited 2 And what we do ourselves: O We became quality assured in 1997 and now have ISO 9000: 2000 O We aim to capture our clients expectations in our briefing sheet when we meet the client O We use KPI-online system for getting feedback from our clients O We have been using a system for capturing improvements since 1996, called Worry Notes (now known as PIN Notes) Leading Edge Management Consultancy Limited 3 The need for change. O A benchmarking study of 66 central government departments’ construction projects (with a total value of £500m) showed that in 1999: · 3/4 of the projects exceeded their budgets by up to 50% · 2/3 exceeded their original completion date by 63% Source: Benchmarking the Government Client Stage 2 Study: Agile Construction Initiative, December 1999 Leading Edge Management Consultancy Limited 4 The issues for a modern efficient and effective construction industry O The construction industry is not known for focusing on customers’/end users’ needs O Many of the people who are actually managing construction projects have no experience in doing so. · head teachers · hospital trust managers · groups that have been allocated lottery money (. Bootle Cricket Club’s pavilion) O They may have an unrealistic idea of what they are going to get for their limited budget and may be insufficient O The public sector (with the NAO) is driving the way of engaging stakeholders in .