Page 1 PeopleSoft’s Customer Satisfaction Survey Program Mel Gadd, SCP Certification Showcase, June 24 th 2004 Santa Clara.

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PeopleSoft’s Customer Satisfaction Survey Program Mel Gadd, SCP Certification Showcase,June 24th 2004 Santa Clara.

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Customer Satisfaction Process

•The Customer Satisfaction program at PeopleSoft is managed by a central group, the Customer Satisfaction team, responsible for •Management of the third-party

vendor – Satmetrix Systems•Gathering requirements from

survey owners (questions, reports, anti-toxicity)

•Providing training on the SatMetrix results web sites

•Providing access to the results web sites

•Summarizing results for senior management

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Customer Satisfaction Process

•Focus on high customer impact areas and the drivers of customer satisfaction:

•Products & Technology (R&D)• Support closed case survey • Product survey

•PeopleSoft Global Services• Consulting survey

•Sales• Sales win/loss survey

•Support Services• Support Services survey

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Customer Feedback Throughout the Business Cycle

Sale Implementation Production

•Sales:

-Sales executive performance

-Win/Loss

-License, Maintenance and Consulting sales

•Consulting

•Technical & non-technical support

•Product quality

•Platinum & Premium (tiered support),

•Account Management

•Consulting

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Global Support Center/Customer Care Survey

Target audience: Contacts who closed a case with GSC or Customer Care

Frequency: Continuous, triggered by case closure

Content: Feedback on managing the case

and fix, analyst attributes, anything else

Average response rate: 27%

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Consulting Survey

Target audience: Contacts for closed and open engagements in the quarter

Frequency: Continuous, triggered by the end of the engagement

Content: Feedback on Consulting as a whole, Consultant attributes

Average response rate: 50%

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Sales/win-loss Survey

Target audience: Contacts with whom we closed a sales

transaction in the previous quarter (License,

Maintenance or Consulting sales)

Frequency: Quarterly

Content: Feedback on the sales process, sales executive performance, win/loss

Average response rate: 17%

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Support Services Survey

Target audience: Executive and Primary contacts, randomized

Frequency: Quarterly

Content: Feedback on the components of the maintenance dollar, loyalty, tiered service programs

Average response rate: 14%

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Product Survey

Target audience: Technical and functional product users

Frequency: Quarterly

Content: Feedback on released product - product attributes (performance, usability, reliability, etc.)

Average response rate: 23%

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Principles and Benefits

•We seek informed feedback from respondents who are knowledgeable and experienced with PeopleSoft products and services

•Each group has customer satisfaction metrics it can relate to and influence

•Executive-level support: each executive foots the bill and appoints a contact person

•Group responsibility: each group has an owner of content, contact data, analysis and action-planning

•Each survey has its own web site for reports accessible by the stakeholders

•Summary of results are provided to senior management once per quarter

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Call to Action for the Corporate Survey

Change the survey from a single instrument with a relationship-orientation to multiple instruments with a transaction-orientation providing actionable, informed feedback for driving improvements.

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Closing the Loop With Customers

•Triggers in the survey capture low scores during deployment and fire off e-mails to designated contacts in real time

•Each group follows up on low scores with customers

Event Driven Survey

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Worldwide Support Hubs

Sydney

São Paulo

Pleasanton

Vancouver Amsterdam

Denver

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Event Driven Survey

•We’ve had a closed case support survey at PeopleSoft since 1999•Triggered by case closure•Covers GSC and Customer Care cases – technical

and non-technical support•Continuous, worldwide, 9 languages

•Anti-toxicity rules favor lower volume products in order to boost response, while not irritating customers

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Using the results of the Event survey

•We capture low scores in real time and “trigger” e-mails are sent to designated support contacts for follow up

•We have formal recording of “Red Alerts” for visibility of follow up across all support centers

•Analysts can see their own results, and so can their managers on the SatMetrix web site and PeopleSoft’s Metrics Central web site

•We use results in evaluations and results are tied to compensation

•Theme analysis – as required

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Using the results of the Event survey

• Analyst Recognition:• Hall of Fame - monthly

• Analyst of the Quarter

• Support Newsletter

• Customer Loyalty - Voice of the Customer

• Soft Skills Training – Customer Interaction Training•During 2003-4 to-date we delivered 9 managers

courses and 51 non-managers courses worldwide.

• Total Ownership Experience Initiatives

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Using the Applications

Implementing the Applications

Maintainingthe Applications

Delivering on Total Ownership Experience

• Diagnostic Framework

• Performance Monitor

• Change Assistant

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Knowledge Management 2004

• Under our TOE initiative PeopleSoft’s strategy is to invest significantly in Knowledge Management:

• Self-service enhancements: to encourage greater use of the search capabilities and to capture search information EVERY TIME

• Knowledge Base enhancements: tracking Solutions by solution library AND by Family, Product Line, Product, Release, Business Process

• Search enhancements: Upgrading the search engine to support our needs

Satisfaction Data Collected by an Independent Organization

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Satisfaction data Collected by an Independent Organization

•All core surveys are administered by a third party (Satmetrix Systems) for reasons of objectivity and independence

•All surveys use a 7-point satisfaction scale, are deployed to PeopleSoft’s worldwide customer base and are translated into 9 languages

•Survey response set: 7 = extremely satisfied, 6= very satisfied, 5 = satisfied, 4 = neutral, 3 = dissatisfied, 2 = very dissatisfied, 1= extremely dissatisfied.

•All surveys have a detailed specification maintained by Satmetrix

Direct Customer Feedback

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Direct Customer Feedback

• Other channels of customer feedback about support:• “Survey-On-Demand”

• International Customer Advisory Board (ICAB), RUGs, SIGs

• ICAB Maintenance Value Initiative

• User Conferences

• Annual Leadership Summit

• Customer Programs: Customer Testing, Hosted Beta, Early Adopter – involve the GSC

Customer Complaint Process

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Customer Complaint Process

• Formal Enterprise Complaint Process:• Owners from each of the surveys plus “collaborators”

• Close the loop with customers

• Complaint Analysis and Monitoring• Root-cause identification

for support

Customer Loyalty & Retention

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Customer Loyalty & Retention

• Voice of the Customer reference program

• “At risk” customers – follow up from surveys using the Complaint Process

• C1 360 view of complaints and escalations

• Customer Loyalty Group

• CLI (Customer Loyalty Index) in Support Services periodic survey

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The Voice of the Customer

"Our recent upgrade to PeopleSoft financials 8.4 went very smoothly. On the infrequent occasion when we had to call GSC support we found the analyst to be very helpful, knowledgeable and typically resolved the issue in the same day. The focus and attention to detail was superlative. It's a real comfort knowing that PeopleSoft has such qualified PEOPLE to help withissues when they occur."

George Muller,Vice President and Chief Information Officer,Imperial Sugar Company

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The Voice of the Customer

""The Global Support Center has been very timely in their response to all our World questions. The support staff is knowledgeable and has provided not only answers to our questions, but also offers insight as to how we can utilize PeopleSoft World more effectively. They follow up to make sure that the solution provided did in fact correct the issue. We are completely satisfied with the services offered by GSC."

Gary BalcerBusiness Systems Project Mgr.Atek Medical Manufacturing.

Survey Program – Future Direction

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Survey Program – Future Direction

• Complete survey integrations with JDE

• Explore building survey functionality into our own CRM system

• Data warehousing

• “Drill-down” surveys for actionable data

• Cross-survey reporting of results by account

Discussion Points: “Neutral”,

Benchmarks, Trends

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Use of “Neutral”

•We do not include “neutral” scores in our calculation of percent satisfied, except for the purposes of the SCP audit

•"Neutral" is a valid mid-point in our 7-point response set

•There is no abnormal use of "Neutral“•We welcome the move to “raise the bar” for

SCP certification on customer satisfaction

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Cultural differences?

•There are consistent regional differences in results, which suggest that there is a cultural dynamic at work

•Reinforced by an analysis of cases originating in US resolved in EMEA

•The middle of the range - "Neutral" and the adjacent categories (Satisfied, Dissatisfied) - is more heavily used by some cultures/theaters than others

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Benchmarks for Support

•SSPA in “Defining World Class Support – Benchmarks & Best Practices states “satisfying at least 95% of customers is an indicator of world-class customer support” (includes neutral scores)

•Satmetrix research department says 85% customer satisfaction is world-class (top two boxes on a 7-point scale) – not industry specific

•Variables: sample size, target audience, questions, statistical confidence levels, business models

•No standards

•One solution is to capture comparisons in our own survey

•Another is to participate in a comparative survey, such as that run by Prognostics.

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Trends

• Increasing use of anti-spam devices - affects response rates. A recent survey of PeopleSoft customers by a third party estimated that 25% of invitations were lost (silent undeliverable) due to such devices

• Data Protection & Privacy guidelines will probably also impact response rates