Using customer measures to drive company performance
A leading national security solutions company needed to provide regular customer satisfaction and performance feedback as part of client national framework agreements. The organisation wanted to take advantage of the customer intelligence this would give them to develop a programme of continuous improvement for their 30,000 end-users nationwide.
Approach
Wilson Ainley worked with both the security solutions company and their client to establish a customer satisfaction programme that included:
- Qualitative one-to-one interviews with client end-users to assess the impact and effectiveness of the security solution
- Development of a quantitative online survey to provide regular ongoing customer satisfaction feedback
- Quarterly report and performance measures for use with their client at regular Service Level Agreement (SLA) review meetings
- Additional regular reviews and satisfaction measures from client key stakeholders
- Recommendations for improvement, identified and reviewed each quarter, to ensure prompt action could be taken that would have a direct impact on service delivery and business performance.
Success
The customer satisfaction programme is now in its sixth successful year. Over that time, the national framework agreement between the organisation and its client has been both renewed and further extended, reflecting client satisfaction with service performance.
Data collected from the surveys is consistently statistically significant, typically with a confidence level of 99% and an error margin of +/-5 or less. This enables the security solutions company to take decisive actions to improve performance and maintain their commitment to the highest delivery standards in their industry.