Reporting what your Customers want to know, not what you want to share!

As we all know “What gets measured, gets managed” Using a real life example from a major customer service improvement initiative with a large financial firm Peter Hubbard, Principal IT Service Management Consultant at Pink Elephant, will show how interpreting the results of a customer satisfaction survey highlighted that the reports being used to manage the IT department were not tracking the things that the customers wanted to know. An aggressive improvement program was launched to ensure customer satisfaction was stabilised and improved. In order to do this the results were broken down into 4 critical success factors that needed urgent attention. Each Critical Success Factor had between 2 and 4 targeted Key Performance Indicators attached which were used to drive improvement and measure success at the same time. These reports allowed the relevant managers immediate access to critical information, by which they could track the results of their improvement program in real time and provided a way to demonstrate tangible value to the customers in the very areas that were important to them. Simon Kent, Head of Customer Experience at Cherwell Software, will share with you a ‘take-away’ model, in 5 simple stages, that you will be able to apply to your own approach to business based reporting.