CUSTOMERSATISFACTIONDIAGNOSTICDiagnosticOverviewNameofDiagnostic:CustomerSatisfactionSurveyObjective:UserassessmentofsatisfactionwithISservicesandprocessesTypicalScope:100-200surveys,or10-20%oftheuserbaseTypicalDuration:Estimate3-4weeksfrominitialplanningtocompletion/validationoffindingsMethodofCollection:Mailoutsurvey.DataCollectionInstrument:CustomerSatisfactionSurveyFormAutomation:SpreadsheetsexistforanalysisandgraphicsBenchmarks:Onascaleof1(poor)to5(excellent),4isdefinedasacceptableAssessingCustomerSatisfactionObjective¥DeterminehowwellISmeetstheapplicationdeliveryneedsofthecustomerbase¥AssesshowsatisfiedthecustomerbaseiswiththelevelofservicebeingprovidedbyIS¥IdentifyopportunitiesforimprovingservicebycomparingcustomerperceptionsofimportancewiththeirdegreeofsatisfactionHowCustomerSatisfactionSupportstheBusinessCaseCustomerSatisfactionscoresareaqualitativeassessmentbasedoncustomerperceptionsofhowwelltheirneedsarebeingmet.Buildingabusinesscaserequiresthesescorestobesupplementedbyotherquantitativedatatomoreclearlyidentifyopportunitiesforreducingcost.Forexample:informationfromBrownPapersofprojectdevelopmentactivitiescanshowbottlenecksandpointswherecommunicationsbreakdown,informationfromDetailProjectProbescanshowproductivityopportunities,andinformationfromtheStrategicAlignmentAssessmentcanshowhowactivitiesdonotmeetuserneeds.Possibilitiesforsupportingabusinesscasecouldcomefrom:¥Improvingproductivitybyimprovingthetestingandimplementationprocessesandthequalityofdocumentation¥Improvinguserproductivitybyincreasingthereliabilityand/oravailabilityofdataandsystemsupportHowtoAdministertheCustomerSatisfactionDiagnosticThissectionprovideshandsonguidanceneededtosuccessfullyusethisdiagnosticwithspecificemphasison:scopeofdiagnostic,preferredmethodofcollection,andrecommendedtasks,responsibilities,andtimeframe.2q:\oam\cust\cust_sat.docAssessingCustomerSatisfactionScopeofDiagnostic-WhoandHowMany?Selectingarepresentativecustomerbaseforthesurveyisimportant.ThesurveypopulationshouldcoverallofthesignificantbusinessareasreceivingsupportfromIS.Selectingtherightmanagerstocompletethesurveyisalsoimportant.Theyshouldbethose"users"whorelyuponcomputerapplicationsanddatatomakebusinessdecisionsandcompletetheirdailyactivities.Alsomakesurethatthesearetrue"users"andnotonlyISliaisonswhorepresentthebusiness.Youmustalsodecidehowmanysurveystosendout.Thisisdrivenbytwofactors-thesizeoftheapplicationsinventoryandthesizeofthecustomerbase.Ingeneral,10%to20%ofthecustomerbaseshouldbesufficientforreliablesurveyresults.Itisrecommendedthatthesurveybeanonymoustoencouragehonestresponsesandusefulcomments.Askforthenameofthecustomer'sorganizationtoallowtheabilitytoobservetrendsinparticularareasoftheorganization.PreferredMethodofCollectionWorkingwiththeISorganization,representativeusersshouldbeidentified.Thesurveys,alongwithanexplanatoryletterandaninstructionpage,shouldbedistributedusingintercompanymailorothersimilarmethodtheclientmayhaveavailable.Makeprovisionsforthosewhowishtoreturntheirresponsebyfax.RecommendedTasks,Responsibilities,andTimeFrameTaskWhen?ArthurAndersenClientCoordinatorReviewtheCustomerSatisfactionsurveyandsampledeliverablesWeek0xIdentifybybusinessfunction,geographiclocationthecustomerbaseWeek0xxIdentifythosemanagerswhocanmosteffectivelyassessthequalityofservicereceivedfromISWeek1xPreparethesurveyfordistributionWeek1xDistributethesurveyWeek1xCollectcompletedsurveysWeek2xEnterCustomerSatisfactionSurveysandcompleteanalysisWeek3xBuildpanelsforprepresentandreviewwithprojectleadWeek3xTheDiagnosticToolThissectioncontainstheCustomerSatisfactionsurveyform.Thesurveyincludesthechangesrecommendedbythecompanyprojectteamattheendoftheengagement.3q:\oam\cust\cust_sat.doc
