Customer Services Telephone Satisfaction Survey
Corporate Research conduct a quarterly survey of customer satisfaction with Customer Services. A random sample of customers who have contacted Customer Services by telephone are called back and asked to evaluate aspects of how their call was handled. An overall satisfaction score is calculated and performance relative to five targets is established. These targets are determined by the importance customers attach to the factors.
The results of the second such quarterly survey, which included 293 respondents, covered the period July - September 2008, and is summarised below. Satisfaction levels and importance are each graded on a scale of 1-10.
| Area | Satisfaction score |
|---|---|
| Courteousness of the advisor | 9.3 |
| Clarity of information supplied | 9.0 |
| Overall duration of the call | 8.9 |
| Ease in finding the relevant telephone number | 8.9 |
| Speed in answering the call | 8.1 |
An overall satisfaction score is also calculated, that weights the results according to the importance attached to the factors. This score was 88.4, out of a maximum possible of 100, (which is achievable only if every respondent rated satisfaction with all factors as the highest level possible.)
Performance targets were met in three areas: call duration, courteousness and ease in finding the number, but slightly failed to be met in two areas: clarity of information and speed in answering the call. A target is met only if satisfaction level is greater than or equal to importance level.
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