Customer Satisfaction
SITUATION
- Large utility organization decided to increase customer experience satisfaction across the board within five years.
OBJECTIVE
- Increase customer experience to 80% in next five years through a detailed analysis of all customer service aspects which my impact customer satisfaction.
OUTCOME
- All recognized impacting elements implemented
- Standardized and improved Customer Experience Satisfaction across all 8 regions
- Consistent and uniformed process for 400 FSR (technicians)
- Anonymous and simplified feedback
- Uniforms policy
The client, a large utility organization, needed to define key drivers that affect customer satisfaction in regions where it was below 80 %. Around 400 technicians, front line reps, were freelancers who were driven by number of calls.
The Delta Gap worked with all internal and EA stakeholders to analyze customer surveys and feedback to identify key customer concerns. We accordingly developed and implemented the most supportive and effective measures to increase customer satisfaction.
Updated Customer Contact Database
Redesigned the intake process
Established Courtesy call before arrival
Standardized look through uniformed outfit of 400 FSR
Designed and implemented Rescheduling missed appointments process
Developed and printed an informative brochure
Designed FSR identification badge and developed and implemented policy regarding the badge exposure
Standardized and adequate labeling of vehicles
Achievement of all planed activities for a day is a spinning wheel of our motivation. Our motivation and drive comes from our clients’ satisfaction.
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- info@deltagap.com
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