CSAT Improvement plan

Action plan to improve the quality of our service with a focus on CSAT.

Why CSAT?

What's new on the table

• New CSAT recognition program
• CSAT analysis to identify top offenders
• Side by side monitoring + Coaching on the spot
• Best practices sharing process
• CSAT QTSI

1. CSAT Recognition program.

To be performed on a monthly basis.

1 winner per LOB.

Guidelines: Based on CSAT score, QA score should be on target.

The winner gets to choose one of these prizes:

Prizes

• Two breaks extra (Subject to OMD)
• 1 half an hour extra for lunch (Subject to OMD)
• Choose your seat within your team's seats
• Get 1 parking slot for a week
• Choose your dress code

Prizes

• Audit the auditor - 1 hour
• Lunch everywhere (Valid for a week)
• Your next 1-hour-LOA gets paid
• (Your idea here)

2. CSAT Analysis.

To be done on a monthly basis.

Expected outcome:
Trends, behaviors and bottom performers.

Assistance required:
Our PKIM will keep sending the raw data to get this info.

3. Coaching on the spot.

Weekly target for each QA selected from the CSAT bottom performers identified in the previous step.

Benefits:

• Quicker feedback delivery
• Better follow up on bottom performers
• Makes it easy to track behaviors
• More presence on the floor

How it works?

4. Best practices sharing process.

If others are doing well, people tend to be interested in what they are doing and how they’re doing it, so that they, too, can be successful.

Similar to the old saying, “Learn from other’s mistakes,” it’s important to learn from individual experiences, but it’s much more effective to learn from the experiences, mistakes and successes of others.

'Bonk Choy' got an average CSAT of 9.99, how?

5. CSAT QTSI

• The CSAT related part of our current US QA form will now be separated.

• Its categories will be tweaked to the account needs, this way we provide you information that is relevant to your bussiness.

• Sony Rewards QTSI already up and running.

• Latams and VAIO to be included in this initiative based on your feedback.

How will all this be relevant?

• Immediate reports for failed QA or CSAT sessions
• CSAT related reports to be sent every Monday
• Visibility on how we follow up with top offenders
• Our X-ray will now include CSAT results
• To impact our CSAT scores as soon as possible

We are here

We would like to get your here

But it will take us some time...

The idea is to impact our bottom performers to drive CSAT to the numbers we need.

By the time we present these results (February 13th) we expect to have solid improvements with the demographic we will be working with through the initial phase of this new program.

Questions? Feedback? Always appreciated...