Web Insights Navigator (WINSM) Case Study
Business Objective: A major utility company sought to improve its service delivery and reorient its focus to be more customer-centric. Research Objective: The company enlisted CMI’s assistance to revamp its customer satisfaction measurement program to provide the information needed to focus the company on the customer. Methodology: CMI participated in three strategic components of the company’s efforts to standardize and improve service delivery: - Establishing a process improvement implementation team within the company to drive change (process, system, and cultural) through the organization
Recognizing the difficulty that change represents in any organization, senior management at the company recruited a cross-functional team of managers from across the organization to lead the drive for change. They were critical in gaining support throughout the organization for the process improvement (or change) initiatives that were implemented as a result of the findings of the customer satisfaction survey. - Developing a customer satisfaction measurement program that would identify the greatest opportunities for improving satisfaction in the areas that matter most (i.e., high-volume transaction areas that influence customer satisfaction most heavily)
CMI developed an ongoing customer satisfaction program that focused on key service delivery elements. This approach led to results that were more readily absorbed by the organization and meaningful initiatives that addressed customer needs. - Developing an online reporting system that is accessible by all levels of the organization.
Working closely with representatives of the company’s internal advisory panel, CMI designed a system that provides monthly results to the organization, spanning multiple levels and divisions. In addition to allowing the user to query the system for information that is most relevant to him/her, WIN also facilitated some beneficial cultural changes. By allowing the divisions to benchmark against other divisions deemed to be comparable and/or “best in class”, WIN is a portal to information that facilitates improvement, resulting in a more collaborative environment. The Result: To date, the advisory council has used WIN results as the basis for the development of initiatives, goal setting, and even for compensation. The result of the company’s commitment to improvement and the implementation of WIN is an organization that is truly customer-centric and effective at responding to customer needs.
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