{"id":296,"date":"2011-11-21T14:29:27","date_gmt":"2011-11-21T14:29:27","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=296"},"modified":"2022-04-15T01:29:45","modified_gmt":"2022-04-15T01:29:45","slug":"measuring-and-improving-customer-satisfaction-for-shared-services-organizations","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2011\/11\/measuring-and-improving-customer-satisfaction-for-shared-services-organizations\/","title":{"rendered":"Measuring and Improving Customer Satisfaction for Shared Services Organizations"},"content":{"rendered":"

\"Measuring<\/a>Many Shared Services leaders can, off the top of their heads, quickly quote you their organization’s KPIs, SLAs, volume growth, headcount reduction, and percent cost-saving reductions for each of the past five years. Ask them how satisfied their customers are and they will most likely pause, and say something along the lines of \u201cIf they\u2019re not satisfied, they should be. We have great numbers.\u201d<\/p>\n

On a recent webcast in the Peeriosity<\/a> Shared Services Leadership research area<\/a>, the topic of measuring customer satisfaction, and more importantly, addressing the findings to improve satisfaction, was discussed. A poll on the frequency of how often customers are surveyed indicated that there is not necessarily an accepted cadence, with 31% indicating they perform a survey annually and 46% indicating that they survey less frequently than annually or not at all.<\/p>\n

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\"chart<\/a><\/p>\n

Our feature company on the webcast has a highly disciplined approach to measuring and using the data from surveys to improve customer satisfaction. The approach was part of an initiative to go beyond delivering financially measured value to becoming more customer-centric<\/a> and delivering value at all levels. The structured framework includes:<\/p>\n

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  1. Survey Set-Up<\/li>\n
  2. Customer Segmentation<\/li>\n
  3. Respondent Selection<\/li>\n
  4. Questionnaire Setup and Distribution<\/li>\n
  5. Data Gathering<\/li>\n
  6. Reporting<\/li>\n
  7. KPIs<\/a><\/li>\n
  8. Action Planning<\/li>\n
  9. Communication with Customers<\/li>\n<\/ol>\n

    A survey is launched each month with consideration that a particular customer will not be surveyed with too much frequency. Respondents are random and make up a representation of key segments of the customer base across processes, regions, reporting levels, etc. The survey format is no more than 10 questions, of which two are constant on every survey:<\/p>\n