peoplesoft_scp_certification_showcase

8/7/2019 peoplesoft_scp_certification_showcase

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PeopleSofts

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 CustomerSatisfaction team, responsible for Management of the third-party

vendor Satmetrix Systems

Gathering requirements fromsurvey owners (questions, reports,anti-toxicity)

Providing training on the SatMetrixresults web sites

Providing access to the results websites

Summarizing results for seniormanagement


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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 CareFrequency: Continuous, triggered by

case closure

Content: Feedback on managing the case

and fix, analyst attributes, anythingelse

Average response rate: 27%


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Consulting Survey

Target audience: Contacts for closed and open

engagements in the quarterFrequency: 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 theprevious 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, randomizedFrequency: Quarterly

Content: Feedback on the components of themaintenance dollar, loyalty, tiered

service programs Average response rate: 14%


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Product Survey

Target audience: Technical and functional

product usersFrequency: 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 productsand services

Each group has customer satisfaction metrics it can relateto and influence

Executive-level support: each executive foots the bill andappoints 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 bythe stakeholders

Summary of results are provided to senior managementonce 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 witha 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 designatedcontacts in real time

Each group follows up on low scores with customers


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Event Driven Survey


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Worldwide Support Hubs

Sydney

So Paulo

Pleasanton

Vancouver Amsterdam

Denver


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Event Driven Survey

Weve 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 lowervolume products in order toboost 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 PeopleSofts MetricsCentral web site

We use results in evaluations and results are tied tocompensation

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 coursesand 51 non-managers courses worldwide.

Total Ownership Experience Initiatives


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Usingthe Applications

Implementingthe 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 PeopleSofts 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 bysolution library AND by Family, Product Line, Product,Release, Business Process

Search enhancements: Upgrading the search engine tosupport our needs


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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 independenceAll surveys use a 7-point satisfaction scale, are deployed to

PeopleSofts worldwide customer base and are translatedinto 9 languages

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

All surveys have a detailed specification

maintained by Satmetrix


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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


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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 identificationfor support


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Customer Loyalty &

Retention


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Customer Loyalty & Retention

Voice of the Customer reference program

At risk customers follow up from surveys usingthe 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

"Ourrecent upgrade to PeopleSoft financials8.4 wentverysmoothly. Onthe infrequentoccasionwhenwe hadtocallGSCsupportwe foundthe analystto be veryhelpful, knowledgeableandtypicallyresolvedthe issue inthe same day. The focusand

attentiontodetailwassuperlative. It'sarealcomfortknowingthatPeopleSofthassuch qualifiedPEOPLEtohelpwithissueswhentheyoccur."

George Muller,Vice PresidentandChiefInformationOfficer,ImperialSugarCompany


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The Voice of the Customer

""The GlobalSupportCenterhasbeenverytimelyintheirresponsetoallourWorldquestions. The supportstaffisknowledgeable andhasprovidednotonlyanswerstoourquestions, butalsooffersinsightastohowwe canutilize PeopleSoftWorldmore effectively.

Theyfollowuptomake sure thatthe solutionprovideddidinfactcorrectthe issue. We are completelysatisfiedwiththe servicesofferedbyGSC."

GaryBalcer

BusinessSystemsProjectMgr.

AtekMedicalManufacturing.


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Survey Program Future

Direction


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Survey Program Future Direction

Complete survey integrations with JDE

Explore building survey functionality into our ownCRM system

Data warehousing

Drill-down surveys for actionable data Cross-survey reporting of results by account


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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 theSCP audit

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

There is no abnormal use of "NeutralWe welcome the move to raise the bar for SCP

certification on customersatisfaction


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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 anindicator of world-class customer support (includes neutralscores)

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, statisticalconfidence levels, business models

No standards One solution is to capture comparisons in our own survey

Another is to participate in a comparative survey, such asthat run by Prognostics.


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Trends

Increasing use ofanti-spam devices - affects

response rates. A recent survey of PeopleSoftcustomers by a third party estimated that 25% of

invitations were lost (silent undeliverable) due to

such devices

Data Protection & Privacy guidelines will probablyalso impact response rates

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