{"id":370,"date":"2016-09-12T10:16:01","date_gmt":"2016-09-12T00:16:01","guid":{"rendered":"http:\/\/blogs.unsw.edu.au\/unsw-it\/?p=370"},"modified":"2016-09-12T10:16:01","modified_gmt":"2016-09-12T00:16:01","slug":"a-new-way-of-measuring-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/blogs.unsw.edu.au\/unsw-it\/blog\/2016\/09\/a-new-way-of-measuring-customer-satisfaction\/","title":{"rendered":"A new way of measuring customer satisfaction"},"content":{"rendered":"

\"survey\"<\/a><\/p>\n

We have a new way of measuring customer satisfaction in IT. From the 1st<\/span><\/sup><\/span> of July UNSW IT started to use a customer service metric called Net Promoter Score (NPS), which is defined as a measure of how likely our customers are to recommend us to a friend or a colleague, expressed as a score.<\/span><\/span><\/p>\n

<\/p>\n

How does Net Promoter calculate a score?<\/u><\/p>\n

We survey customers who logged tickets by phone and had IT related issues that were not password resets.<\/p>\n

The survey asks customers to score their overall satisfaction with service (0-10), how likely they are to recommend UNSW IT (0-10) and what was the reason for the score of how likely they were to recommend us.<\/p>\n

The responses are separated into three categories:<\/p>\n

    \n
  1. Detractors (0-6)<\/strong> \u2192 These are our unhappy customers. They have the power to spread negative word-of-mouth that could damage our brand.<\/li>\n
  2. Passives (7-8)<\/strong> \u2192 These are our satisfied customers. But they\u2019re not crazy about us.<\/li>\n
  3. Promoters (9-10)<\/strong> \u2192 These are the people who love us. They will recommend us to their friends and will talk highly about us. Their referrals are key to our growth.<\/li>\n<\/ol>\n

    The results are calculated by taking the percentage of promoters, then subtract the percentage of detractors. See below<\/p>\n

    \"NPS<\/a><\/p>\n

     <\/p>\n

    There is fantastic news on our front, the latest UNSW IT NPS is 80! This is not an easy result to achieve and it means that 80+ of respondents think we are pretty awesome! And to compare us with some of the top companies who use NPS to measure customer satisfaction, here are some of their scores; Amazon- 76, Trader Joe\u2019s: 73, Costco: 71 and Apple: 71.<\/p>\n

    Here is what some of our customers are saying about us:<\/p>\n

    I am a regular issues presenter to UNSW IT and they have always come up with the goods. Prompt and knowledgeable. Legends!!\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/p>\n

    Staff were helpful, communicated well and let me know when there were issues. They also followed up quickly and sorted out my problem on the same day<\/em><\/p>\n

    Problem was fixed in a timely manner. IT staff had a professional attitude and were helpful in additional IT issues.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/p>\n

    Prompt, polite and capable service including rapid follow up and resolution of the issue.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/p>\n

    I placed an urgent call to IT to assist me and within an hour a technician arrived and had my computer up and running very quickly. I was\u00a0impressed by the promptness of the response to help me. Thank you so much\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><\/em><\/p>\n

    But there is always room for improvement\u2026right? Yes, while UNSW IT continues to provide a high standard of support, the Service Management Office is working on a mechanism to provide constructive feedback to the teams to continue improvement where necessary and increase customer satisfaction.<\/p>\n

    And what happens with the customers that came up as Detractors? The team follows up with a phone call, providing an opportunity to turn an unsatisfied customer into a happy one. In addition, this is gives us a chance to learn more about issues for next time.<\/p>\n

    If you want to learn more about <\/strong>IT Net Promoter Score (NPS), contact Houssein Hallani.<\/p>\n","protected":false},"excerpt":{"rendered":"

    We have a new way of measuring customer satisfaction in IT. From the 1st of July UNSW IT started to use a customer service metric called Net Promoter Score (NPS), which is defined as a measure of how likely our customers are to recommend us to a friend or a colleague, expressed as a score.<\/p>\n","protected":false},"author":87453,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[35633,3562],"tags":[44482,45395,45048,44613,46054,45509,45822,44834],"class_list":["post-370","post","type-post","status-publish","format-standard","hentry","category-initiatives","category-team","tag-customer-satisfaction","tag-detractors","tag-happy-customers","tag-net-promoter-score","tag-nps","tag-passives","tag-promoters","tag-unhappy-customers"],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/posts\/370","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/users\/87453"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/comments?post=370"}],"version-history":[{"count":7,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/posts\/370\/revisions"}],"predecessor-version":[{"id":379,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/posts\/370\/revisions\/379"}],"wp:attachment":[{"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/media?parent=370"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/categories?post=370"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.unsw.edu.au\/unsw-it\/wp-json\/wp\/v2\/tags?post=370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}