CSG’s VOC (Voice of the Customer) Program provides a consistent
and effective way to develop the understanding that’s needed to
complement – and promote the success of -- any improvement initiative.
With it, you can determine service-delivery elements critical to
customers, assess related levels of customer satisfaction, pinpoint
areas of greatest customer concern, and identify opportunities for
improvement in order to significantly improve your ability to deliver
the right products and services to business customers in the most
effective way.
At the end of the process,
you will have a complete picture of service and product delivery
capabilities from your customers’ perspective. You’ll also have a clear and
specific improvement plan you can use to jumpstart improvement initiatives
and quickly get them moving in the right direction – to satisfy customer
expectations and deliver improved bottom-line results.
CSG’s VOC Program is based on a three-step approach that
includes:
|
Step 1:
Assessment and Survey Design |
|
1.1 Assessment |
We develop a
clear statement of the overall survey purpose; identify survey
objectives both from your perspective and your
customer’s; identify the kinds of information required to meet your
survey objectives; assess the differences and similarities that
surface as a result of surveying both internal and
external customers; and create data collection and data analysis
plans consistent with the survey purpose and objectives.
|
|
1.2 Survey Design |
We develop a
survey instrument that includes the right mix of unambiguous and
targeted open- and closed-ended questions -- all carefully designed
with your audience in mind. |
|
1.3 Survey
Administration Design |
We design and
develop an overall survey administration plan and all related
communications. This plan is designed to promote the greatest level
of participation, openness, and candor; establish the right
foundation for meaningful change and improvement; and ensure
appropriate receipt, tracking, and control of all surveys before,
during, and after data entry. |
|
Step 2:
Survey Administration and Analysis of Survey Data |
|
2.1
Survey
Administration and Data Processing |
We
oversee the distribution,
tracking, and control of all surveys (hard copy or
electronic) before, during, and after data entry. In addition, we
complete data entry of all results from open- and close-ended survey
questions. |
|
2.2
Analysis of
Survey Data |
We perform a
complete analysis of all survey responses from both open- and
closed-ended questions and present results in the form of a complete
set of easy-to-read tables and charts that are consistent with your
data-analysis plan and improvement
objectives and include an analysis and summary of all written
comments. The charts also include a graphical view of average
levels of satisfaction and importance for each survey item to
highlight “zones of concern” and help you to prioritize
opportunities for change and improvement. |
|
Step 3:
Identify
Change/Improvement Opportunities and Develop Final Improvement Plan |
|
3.1
Identification of Specific
Improvement Opportunities |
We plan and
conduct a series of interactive design sessions with management and
staff of the client organization to (1) identify an appropriate set
of initiatives targeted to address customer concerns and (2) develop
specific action steps for implementing appropriate solutions.
|
|
3.2
Focus Group Facilitation |
We plan and conduct
a series of structured focus groups with your customers to discuss
opportunities for improvement drawn from survey results and to
solicit suggestions for additional ones. |
|
3.3
Development of Final Improvement
Plan |
We develop a
final plan for improvement that incorporates all of the input
received from you and from your customers. |
This approach will let you hear the voice of your customer so
you'll have the information you need to execute your plan for change and
improvement with confidence. Having these insights dramatically strengthen
your ability to:
ü
Define
improvement goals with clarity because you have a
deeper understanding of real customer concerns;
ü
Measure your organization's current state more
accurately and establish a baseline level of customer satisfaction, so
you’ll have a benchmark you can use to assess change over time and make sure
that change strategies are always customer driven;
ü
Analyze the current situation in new and better ways, so
you can close gaps between current and desired states; and
ü
Improve
performance continuously because you have a complete understanding of what’s
truly important to your customers.
It adds up to is this: All the information and insights you'll need to
maximize your Change Management investments and guarantee the likelihood of
your organization's success!
