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General topics:
Counting the cost of bad customer experiences
At a time when
most organisations are searching for ways to reduce
their costs, a major challenge is how to justify
investment in service quality and improving customer
experience.
This paper cuts through the rhetoric
of “customer satisfaction” and reveals the compelling
financial reasons why business today is ALL about
Customer Experience. It summarises the “bottom line”
impact of poor service and identifies six key economic
truths of customer experience that can help quantify the
financial risks of inaction and justify the imperative
for improving customer satisfaction.
Local government
Using satisfaction measurement to Improve Service
and Reduce Costs
Responding to customers and actioning
their requests for service is a mounting cost for local
councils. Managing the process to produce a satisfactory
outcome for both customer and council is becoming an
increasing and costly challenge.
This case study looks at how some New
Zealand councils achieved incremental improvements by
building the customer into their service quality
improvement programmes and have turned satisfaction
measurement into a source of management actions.
Improving customer experience in Building Consent
and Inspection Services
Although building consent and inspection
services continue to place significant demands on local
councils, there is evidence that the investment made by
some councils during the past few years to improve
service has begun to pay-off. In this, its fourth
year, CTMA’s annual customer experience study of
building consent and inspection services is showing
improvement in overall customer satisfaction and, at
some councils, a significant reduction in problems
experienced.
This summary of findings from the
national study has been updated with the latest findings
from 2010.
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