MSP-08f » Client Satisfaction Program

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The goal of satisfaction feedback programs is to measure client perceptions of the business value the provider brings to the partnership. A thorough understanding of these perceptions is necessary to ensure that the provider is meeting client needs. Client satisfaction measurements also provide a counterweight to internal metrics that focus on efficiency, potentially to the detriment of the client. However, just sending surveys is not enough. The surveys sent must be tied to the provider's business goals and to performance management programs. This means the provider must understand both the client's feelings regarding their relationship with the provider and the satisfaction of the end user with daily IT support. The provider must systemically analyze feedback results to identify opportunities for improvement.

MSP Module 8f, Client Satisfaction Program, describes the process for development and execution of a client feedback strategy. It includes strategy development and survey design as well as analysis of the results. One segment of the process covers setting client satisfaction goals within the performance management program. Finally, this module also addresses resolution of customer complaints and negative feedback.

This module consists of the Module Overview Diagram plus 10 pages of detailed process maps personalized for your company.

Benefits
Components
  • Comprehensive strategy for obtaining both strategic and tactical feedback from your clients
  • Client satisfaction is integrated into your performance management program
  • Structured process for resolving customer complaints

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Measure client perceptions of service quality
  • Provide a counterweight to metrics that focus on service efficiency
  • Measure client executive perceptions of the value of the business-partner relationship
  • Incorporate customer feedback into performance management
  • Regain client loyalty by effectively resolving complaints and negative feedback

At the onset of this process:

  • (for Client Feedback Program Planning) Annual strategic planning is underway and top-level business goals are defined
  • (for Survey Design) Client Feedback Strategy is complete
  • (for Complaint Resolution) Client has provided negative feedback directly or via a survey

Upon completion of this process:

  • Service management team has received the results of the event satisfaction and periodic relationship surveys
  • Survey results have been communicated internally
  • Service improvements have been identified to address overall client satisfaction issues
  • Action items have been completed to address negative feedback / complaints, and the results have been reviewed with the client

This process module includes these sub-processes:

  • 08f.01 Client Feedback Program Planning
  • 08f.02 Setting Performance Targets
  • 08f.03 Event Survey Design
  • 08f.04 Event Survey Generation and Response
  • 08f.05 Event Survey Results Analysis
  • 08f.06 Relationship Survey Design
  • 08f.07 Relationship Survey Administration
  • 08f.08 Relationship Survey Results Analysis
  • 08f.09 Negative Feedback and Complaint Resolution

These metrics and KPIs provide an indication of process performance:

  • Client Loyalty / Promoter Score
  • Client Retention Rate
  • Client Satisfaction - Periodic Relationship Survey
  • Client Satisfaction - Service Tickets
  • Client Satisfaction Improvement

Process Overview Diagram