SESSION 706 EDDIE VIDAL – UNIVERSITY OF MIAMI

Continual Service Innovation: Using Surveys and Metrics to Improve

Service Delivery

• Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to

use metrics. • Templates

Takeaways

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How do you measure?

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• 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?

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Employee Surveys

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• What is not defined cannot be controlled. • What is not controlled cannot be

measured. • What is not measured cannot be

improved.

Define | Measure | Improve

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• Introduction of something new original or important

• A new idea, method, or device • Better solutions • Doing things different

Innovation

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Where do you start?

CSI Model 7 @eddievidal

• Survey Says!

Survey Results

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Surveys at the U

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Lencioni Model for Team Effectiveness

Inattention to Results

Avoidance of Accountability

Lack of Commitment

Fear of Conflict

Absence of Trust 10

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First Attempt • Kept it simple • 5 questions • Phone calls by students • 105 surveys

Surveys at the U

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• 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

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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?

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Survey Results

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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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Courtesy Knowledge Timeliness Quality OverallService

UM 96 95 92 95 95HDI 97 95 92 94 93Education 96 94 92 93 92Healthcare 97 96 94 95 94

89909192939495969798

Surveys Comparisons

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Surveys Comparisons

Overall Survey Results USS HDI Education HealthcareThe 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 HealthcareThe courtesy of the analyst 4.87 4.84 4.82 4.87The technical skills/knowledge o 4.83 4.78 4.74 4.82The timeliness of the service pro 4.75 4.69 4.68 4.74The quality of the service provide 4.83 4.76 4.72 4.8The overall service experience 4.8 4.72 4.69 4.77

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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.

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• New department • All of UMIT • New ITSM tool • 1 out of 10 • 11% response rate • Started July 12, 2013 • 800 Surveys received as

of Oct 8th

Surveys at the U

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• Dramatic Effect = Partnership • Start inside - UMIT Partnership • Move outward - Business Partnership

– Contacting the Customer – Listen – Make a change based on feedback – Advise customer change made – Correct broken processes

Simple Changes

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Courtesy Knowledge Timeliness Quality OverallService

UM 91 91 88 90 90HDI 97 95 92 94 93Education 96 94 92 93 92Healthcare 97 96 94 95 94

828486889092949698

Next Steps - Today

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• 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 24

• Friendly Competitions between departments

• Gamification • Share results with Customers

Next Steps

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• Recognize Rock Stars • Learn from departments doing well • Coaching opportunities • Align with the Business

Benefits & Value

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• Use surveys for rewards, recognition and annual performance review

• Meet with business partners once a week • Share survey with outside

vendors/partners

Other Organizations

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FUSION surveys

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What does FUSION do

with their surveys?

Other Organizations

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• 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

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Other Organizations

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Align Results

Job Knowledge

Quality of Work

Productivity

Customer Service

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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?

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Ticket Evaluation Template

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Call Monitoring

• Greeting the customer • Key points during the call • Ending the call • Behavioral Questions

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Call Monitoring Score

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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

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Where do you start?

CSI Model 38 @eddievidal

• Strategies for improving service • UM Approach – Keeping it simple • Useful information – Why it’s important to

use metrics. • Templates

Takeaways

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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

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