Intended Audience:  All Staff

 

CIOPulse is an award-winning, Net Promoter-based, customer feedback software that was implemented in late 2018. CIOPulse provides Information and Digital Services (IDS) with the metrics, feedback and insights required to foster a customer-centric culture, drive continual service improvement and improve our customer experience.

It measures customer satisfaction levels for agents, teams, departments and customer business units, alerts our team leads when customers are unhappy. It provides insights into our strengths and areas for improvement and rich data to support coaching conversations.

Customers are asked about their recent experience receiving support from IDS. The questions can be answered on an 11-point rating scale as follows:

• Detractors – scores ranging from 0 to 6
• Passives – scores ranging from 7 to 8
• Promoters – scores ranging from 9 to 10

The IDS Net Promoter Score for March 2019 was 68%, which is an excellent result considering we create and resolve more tickets in March than any other month of the year. There is typically a spike in work in March, which means support services are stretched, resulting in slower response times and increasing the likelihood of something going wrong.

CIOPulse Net Promotor Score for March 2019

 

Month-on-Month trends

When Client Services implemented CIOPulse in October 2018, our Net Promoter Score was  59%. By February 2019, it had increased to 71%. This is a significant improvement that reflects a lot of hard work from across IDS.

There was a slight decrease in March to 68%. However, this is probably due to the high demands placed on our services during this time of the year.

How we are using CIOPulse to improve our service levels

CIOPulse provides us with data-driven customer insights and a unique opportunity to take a customer-centric approach to service improvement. Using rapid customer feedback about the service we provide, we:

• reach out to each detractor as soon as possible, and that is usually within 24 hours of receiving a survey response;
• analyse what the customer is saying about their experience;
• examine the ticket to see what we have done well and what we have done poorly because we are looking for the underlying issue behind the score;
• summarise the customer’s experience in no more than three clear statements;
• deal with any unmet customer issues;
• discuss any problems with the responsible agent.

What we have learnt so far

Here are some lessons we have learnt from examining responses from detractors for the month of March and April 2019.

1. We almost always score poorly when we assign tickets from agent to agent. This is because a small delay is introduced every time a ticket is re-assigned.
2. A common theme raised by our customers is that we are slow to respond. However, the underlying issue is not that we respond slowly but that we do not keep our customers informed about the progress of their tickets.
3. Tickets are sometimes closed before we have checked with the customer that the issue is resolved. We need to ensure we confirm with the customer their issue is resolved before closing the ticket.

What we are doing to improve

IDS Client Services have instigated a number of activities to ensure that the identified root cause of issues is addressed and client experience continues to improve. IDS is committed to ensuring continual improvement and aims to improve the quality of services.