MANAGING CUSTOMER EXPECTATIONS Presentation to TEFMAFMA 2013 Note

MANAGING CUSTOMER EXPECTATIONS Presentation to TEFMA/FMA 2013 Note: The data and comment used in this report is for sample purpose only and does not represent actual data.

TODAY’S TOPICS § It all starts with setting expectations § A framework for measuring § Examples § What it could look like in Customer focus § Summary csba. com. au 2

WHAT DOES CSBA DO? § Helps Tertiary Institutions provide value for money through a consistent customer service experience across all channels and departments. § Over 15 years’ experience helping over 40 Institutions on a regular basis to improve customer service. § Understands the tertiary sector and the challenges faced in an increasingly demanding climate. § Committed to helping our clients: Understand their customers’ expectations and experiences. Measure and track their customer service. Improve their customers’ experience. § Tried and tested framework for Customer Service measurement and improvement, mainly: Mystery Shopping Benchmarking. Customer Satisfaction Surveys. Training and Consultancy. csba. com. au 3

WHO DO CSBA PARTNER WITH? § A wide range of Tertiary sector and other organisations, including: csba. com. au 4

WHAT IS GOOD OR BAD CUSTOMER SERVICE? § The difference between good and bad service starts with setting expectations. § A charter is a good place to start. SCENARIO SAID DID SATISFACTION A 30 minutes 40 minutes 6 out of 10 B 50 minutes 40 minutes 9 out of 10 csba. com. au 5

THE EXPERIENCE MAP IS CONTINUALLY CHANGING § The experience has to be consistent across a range of channels and requirements. Projects Maintenance Phone /IVR Web Customers: Students, Academic staff, Professional staff, visitors to the tertiary institution. E-mail SMS Campus Expectations from dealing with other organisations Social Media Letter Mobile csba. com. au GAP ANALYSIS Actual Experience of dealing with tertiary institution 6

CUSTOMER CENTRIC ORGANISATION External: Customer Set Customer Experience KPIs Internal: Staff CUSTOMER CENTRIC ORGANISATION CHARTER Customer Experience Surveys csba. com. au Objective Assessment 7

A SAMPLE OF PERFORMANCE MEASURES IN FMA § Most of the measures are in ‘hard numbers’ measures Source QUT website : Facilities Management Customer Service Level Agreements Revised January 2010 QUT csba. com. au 8

AN EXAMPLE OF A FACILITIES MANAGEMENT CUSTOMER SATISFACTION SURVEY Source : Uni. Sa Website csba. com. au 9

A GOOD EXAMPLE OF EASE OF DOING BUSINESS Source QUT website : csba. com. au 10

CUSTOMER CENTRIC ORGANISATION – WHAT IT LOOKS LIKE § No of calls per transaction § Ease of doing business § Response times External: Customer § First contact resolution § Keep me informed § Follow through on what was said Customer Experience Surveys csba. com. au Set Customer Experience KPIs CUSTOMER CENTRIC ORGANISATION CHARTER Internal: Staff § Internal or External Quality Assurance program Objective Assessment 11

SUMMARY § Good service starts with setting clear service expectations across all touchpoints and processes, i. e. setting a charter. § The biggest issue revolves around customer expectation The focus tends to be on the problem rather than on the customer. § Customer Surveys should focus on the customer and measure what is important to them. § Performance indicators should be on ‘soft’ as well as ‘hard’ measures. § Internal measures should reflect what staff have in their control. csba. com. au 12

QUESTIONS? Customer Service Benchmarking Australia Level 5, 10 -16 Queen Street Melbourne VIC 3000 T: +613 9605 4900 www. csba. com. au Paul van Veenendaal Managing Director