Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost.
What does this feel like for the customer? What happens when organisations get it right - or very, very wrong?
This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
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17 November 2014
Improving Local Government’s customer experience
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I was recently surveyed re a Government Department and the making of complaints, probably part of the Kiwi Survey (selected Government Departments are participating), the interviewer was actually annoying, ok she was reading off a script, using a likert scale and struggled with qualitative feedback. I am sure the irony won't escape you nor the common denominator - it's not listening its actually hearing what is being said.
Thanks for the comment Angelia. I'd be interested to talk to you about your experience if you'd like to drop me an e-mail? I'm currently undertaking assessment work elsewhere in NZ Government, so it'd be useful to gain your views on the survey you were asked to complete in more detail.
You're absolutely right - any assessment of complaints has to provide for the qualitative responses, which provide real indicators as to the culture and attitude of those delivering the actual customer experience.
I was recently surveyed re a Government Department and the making of complaints, probably part of the Kiwi Survey (selected Government Departments are participating), the interviewer was actually annoying, ok she was reading off a script, using a likert scale and struggled with qualitative feedback. I am sure the irony won't escape you nor the common denominator - it's not listening its actually hearing what is being said.
ReplyDeleteThanks for the comment Angelia. I'd be interested to talk to you about your experience if you'd like to drop me an e-mail? I'm currently undertaking assessment work elsewhere in NZ Government, so it'd be useful to gain your views on the survey you were asked to complete in more detail.
DeleteYou're absolutely right - any assessment of complaints has to provide for the qualitative responses, which provide real indicators as to the culture and attitude of those delivering the actual customer experience.
Thanks for contributing, much appreciated.