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EU Primer on Customer Satisfaction Management Presentation of the draft version to IPSG

EU Primer on Customer Satisfaction Management Presentation of the draft version to IPSG 12-13 May 08. Nick Thijs Patrick Staes. overview. Background – Where do we come from Ambitions / objectives of this EU Primer General idea: “from measurement to management”

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EU Primer on Customer Satisfaction Management Presentation of the draft version to IPSG

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  1. EU Primer on Customer Satisfaction Management Presentation of the draft version to IPSG 12-13 May 08 Nick Thijs Patrick Staes

  2. overview • Background – Where do we come from • Ambitions / objectives of this EU Primer • General idea: “from measurement to management” • Construction of the Primer (outline) • … Next Steps ? CAF Resource Centre at EIPA - 2008

  3. 1. Background – where do we come from ? • DGs’ resolution of May 2006 : collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction • During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies, initiatives were taken to address these aspects and decision to broaden the topic • Portuguese Presidency (second half 2007) : (1) Customer Satisfaction Expert Group of IPSG agreed getting an overview across member states (study) (2) Creating an EU version of the UK primer (Cabinet Office 2006) CAF Resource Centre at EIPA - 2008

  4. 2. Ambitions / objectives of this EU Primer • “…by this publication the place and the role of citizens/customers in customer satisfaction management is more clear, and public service organisations all over Europe have some practical guidelines on the way to Customer Satisfaction Management.” • Combination of strategical and operational level – theory and practice • Bringing in practical cases from all over Europe • Linking with other EUPAN (IPSG) work / products • Work on the Charters • Work on QC’s • Work on the CAF CAF Resource Centre at EIPA - 2008

  5. 3. General idea: “from measurement to management” CAF Resource Centre at EIPA - 2008

  6. Customer satisfaction management CAF Resource Centre at EIPA - 2008 Customer satisfaction measurement Changing place and role of the citizen/customer !

  7. 4. Construction of the Primer: The different parts Part 1: The changing face of public services and the role of the citizen/customer 1. Different Game, different rules: A Changing Context, a Changing Public Sector 2. Why manage customer satisfaction 3. Different faces of citizen/customer & the nature of public service(s) 3.1. The different faces 3.2. Public and private service delivery 3.3. Service and Products CAF Resource Centre at EIPA - 2008

  8. Part 2: Understanding Customer Satisfaction 1. The role of expectations and perceptions 1.1. How are expectations formed 1.2. Perception and the Servqual-model 2. Dimensions and determinants of service quality and satisfaction 2.1. Determinants of quality in Servqual 2.2. Other Dimensions and determinants 2.3. The Importance of Factors 3. Impact of factors 3.1. Type of quality factor 3.2. Sensitivity of factors CAF Resource Centre at EIPA - 2008

  9. Part 3: From Satisfaction Measurement to Satisfaction Management 1. The changing place and role of the citizen/customer 2. From Design to Co-design 3. From Decision to Co-decision 4. From Production to Co-production 5. From Evaluation to Co-evaluation 6. Where are we now and where do we want to go ? CAF Resource Centre at EIPA - 2008

  10. Part 4: How to measure and manage customer satisfaction 1.Develop a strategic framework for service user consultation 2. Use appropriate methods 3. Ensure methods used are fit for purpose 4. Rethink representation CAF Resource Centre at EIPA - 2008

  11. 5. Different methods gaining insight 5.1. Front line staff information of citizen/customer insight 5.2. Satisfaction Surveys 5.2.1. Quantitative methods 5.2.2. General satisfaction surveys and opinion polls 5.2.3. Different types of surveys and the pros and cons 5.2.4. Questions before starting a survey 5.3. Customer journey mapping / Process analysis 5.4. Usability testing and website analysis 5.5. Consultation 5.6. Using ICT to gather service user feedback 5.7. Citizen/customer panels 5.8. Group interviews and Focus groups 5.9. Mystery shopping 5.10. Citizen/Customer charters 5.11. Using Comments, Compliments and Complaints as feedback 5.12. Open Space Technology / World Café 5.13. Segmentation CAF Resource Centre at EIPA - 2008

  12. Part 5: Customer satisfaction management and improvement 1. Improving service and service delivery 2. Organisational Improvement link(s) with the CAF-model 3. Communicating findings and actions CAF Resource Centre at EIPA - 2008

  13. 5. Next Steps ? • First draft version of the Primer was presented to the CSM expert group in April. • Useful comments and suggestions • Call for extra cases: reaction from several MS • “database” • Overall conclusion: well appreciated • Publication for 5QC (English / French) • Infoshop at 5QC • Future demand from CSM working group on: • Spreading and widening the (principles of the) Primer • Choice of 1 instrument/technique of the Primer to be deepened in 2008-2009 • Development of strategy by 2 October (CSM group) in Paris and discussions on the future steps and work plan. CAF Resource Centre at EIPA - 2008

  14. Comments ? • Questions ? • Missing / To add ? • To change ? CAF Resource Centre at EIPA - 2008

  15. Contact CAF Resource Centre Patrick Staes – Nick Thijs – Ann Stoffels – Lena Heidler European Institute of Public Administration (EIPA) Public Management and Comparative Public Administration Unit O.L. Vrouweplein 22 NL - 6201 BE Maastricht Tel.: +31 43 3296 253 E-mail: caf@eipa-nl.com http://www.eipa.eu/CAF

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