Improving Performance and Customer Satisfaction: KVI Analysis Insights
Gain insights from a detailed Key Value Indicator (KVI) analysis implemented at Xoserve to enhance services from May 2018 to March 2019. Discover key messages, observations, concerns, and planned changes to boost scores and service quality.
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Presentation Transcript
KVI Analysis for period 1stMay 2018 to 31stMarch 2019 CoMC 17thJuly 2019
Background Key Value Indicators (KVIs) were developed with customers early in 2018 and implemented on 1stMay 2018 (Issue Resolution KVI trialled in April) Aim of the KVIs was to improve the service Xoserve provide to customers in certain key areas and to monitor and report on performance KVIs were reviewed in November and some changes have been made with effect from 1stApril KVIs make up 20% of the total score for the Balanced Scorecard Following slides provide stats and analysis of the KVIs over the last 11 months
Key Messages & Observations Along with other initiatives, the KVIs have helped to change behaviours in Xoserve, particularly Issue Management which has provided guidelines and standards for resolution of queries raised by customers Teams and individuals are taking ownership of a query, although improvements are still required The commitments for each of the KVIs is largely adhered to, again further improvements required Response rates to feedback requests has dropped over the last 4 months Options for measuring Xoserves performance needs to be explored rather than relying on surveys/feedback Sometimes we are surprised at the scores, we don t always see it from a customer perspective We need to focus on the outcome & the journey to achieve it
Concerns The number of responses to feedback received has declined considerably Too many feedback mechanisms may be an issue and this may be affecting response rates. Survey overload! Are we requesting too much feedback from too many different sources/area, hence reductions in scores and/or response rates across the KVIs? Low volumes creates volatile results not always representative of true position Tool implemented to improve the ease for customers to provide feedback, Rant & Rave , however this has not given the expected results Phase 2 of R&R will hopefully address this We are still making assumptions in some areas which has affected the outcome and sometimes we forget the basics
What Further Changes are we Planning to Make to Improve Scores Continue to action feedback received, action plans are produced and monitored. Deep dive into problem areas; i.e. Service Delivery (monitoring P1 & P2 KPIs) shows 100% however from a customer perspective this does not feel 100% Look at opportunities and trends to identify new measures & improvements Team by team activity to up-skill all operational colleagues driving first time fix and reliability results Provide insight at July meeting & progress Want to be in a position that we pre-empt rather than react
What Further Changes are we Planning to Make to Improve Response Rates Developing mechanisms to measure our own performance and not rely on surveys. The new measures will be discussed and agreed at CoMC before they are used for KVIs. They will by implemented internally to measure performance Mapping KVIs to ICS survey which will also be used as a measure and to monitor progress on the services.
Next Steps KVIs have been updated with effect from 1stApril Issue Resolution KVI will measure the resolution of customer issues Implement measures & reporting of our performance without relying on feedback, using the Xoserve Commitments as the basis for the measure Main focus will be Customer Service KVI but also Change Management & Customer Issue Resolution Implement process improvements and tools e.g. automation & sentiment analysis Continuous reviews
Issue Management KVI 70% 60% Exceeded Expectations Met Expectations Met Some Expectations Did Not Meet Expectations 50% 40% 30% 20% 10% 0%
Change Management KVI 80% 70% 60% 50% Always Usually Rarely Never 40% 30% 20% 10% 0%
Relationship Management KVI 80 70 60 50 40 Don t Trust Starting to Trust Trust 30 20 10 0
Service Delivery KVI P1 & P2 KPIs 102.00% 100.00% 98.00% 96.00% 94.00% 92.00% 90.00% P1 & P2 KPIs 88.00% 86.00% 84.00% 82.00% May-18 Apr-18 Oct-18 Jul-18 Nov-18 Dec-18 Mar-19 Jun-18 Aug-18 Sep-18 Jan-19 Feb-19
Customer Data Security KVI 6 5 High/Critical 4 Medium 3 2 Low 1 Security Incident Prevented 0
Relationship Management KVI KVI Measure & Target from 1stMay 2018 to 31stMarch 2019 95% or more of customers who provided feedback stated that they Trust Xoserve when requested to rate as Trust , Starting to Trust or Don t Trust with strategic decisions 95% or more of customers who provided feedback stated that they Trust Xoserve when requested to rate as Trust , Starting to Trust or Don t Trust with delivery of operational services 95% or more of customers who provided feedback stated that they Trust Xoserve when requested to rate as Trust , Starting to Trust or Don t Trust in putting our customers first
Relationship Management Scores Strategic Decision Making Starting to Trust Trust Don t Trust June 2018 14.7% 64.7% 20.6% September 2018 14.3% 59.2% 26.5% December 2018 11.1% 67.7% 22.2% March 2019 14.1% 43.7% 42.2% Delivery of Operational Services Starting to Trust Trust Don t Trust June 2018 17.7% 52.9% 29.4% September 2018 14.3% 55.1% 30.6% December 2018 16.7% 61.1% 22.2% March 2019 30.4% 38.1% 32.0% Putting the Customer First Starting to Trust Trust Don t Trust June 2018 23.5% 55.9% 20.6% September 2018 20.4% 55.1% 24.5% December 2018 16.7% 72.2% 11.1% March 2019 14.0% 47.8% 38.2%
Change Management KVI KVI Measure & Target from 1stMay 2018 to 31stMarch 2019 90% or more of customers who provided feedback responded Always or Usually when requested to rate the service as: Always , Usually , Rarely or Never .
Change Management Responses Received Response to Feedback Requests July 2018 Number Requested Number Received Response Rate % Comments 450 9 2% October 2018 450 18 4% January 2019 450 9 2% July 2018 Oct 2018 Jan 2019 Overall Rating from 5 questions 82.2% 67.8% 86.7%
Change Management Scores I receive timely and fit for purpose information to enable me to manage new changes that impact my organisation Always Usually Rarely Never July 2018 11% 67% 11% 11% October 2018 0% 78% 22% 0% January 2019 11% 78% 11% 0% Xoserve presents a range of solution options for each change to enable choice Always Usually Rarely Never July 2018 0% 100% 0% 0% October 2018 0% 78% 22% 0% January 2019 22% 78% 0% 0%
Change Management Scores cont. I trust Xoserve to identify solutions that benefit the whole Industry where possible Always Usually Rarely Never July 2018 11% 67% 22% 0% October 2018 6% 61% 33% 0% January 2019 22% 67% 11% 0% Xoserve supports the ability for me to fully engage me in the change process, should I choose to Always Usually Rarely Never July 2018 33% 56% 11% 0% October 2018 17% 55% 28% 0% January 2019 44% 56% 0% 0%
Change Management Scores cont. I trust Xoserve to deliver changes to agreed costs, timescales and quality Always Usually Rarely Never July 2018 0% 67% 33% 0% October 2018 0% 44% 45% 11% January 2019 0% 56% 44% 0%
Issue Management KVI Measure & Target 1stMay 2018 to 31stMarch 2019 90% or more of customers who provided feedback responded Exceeded Expectations or Met Expectations when requested to rate the service as: Exceeded Expectations , Met Expectations , Met Some Expectations or Did Not Meet Expectations .
Issue Management Responses Received Response to Feedback Requests Number Requested Number Received Response Rate % Comments May 2018 481 151 31% June 2018 365 131 36% July 2018 506 124 25% August 2018 376 111 30% September 2018 Rant & Rave implemented 223 27 12% October 2018 368 43 12% November 2018 451 58 13% December 2018 Christmas period 532 32 6% January 2019 411 52 13% February 2019 429 53 12% March 2019 531 37 7%
Issue Management Scores How well did we meet your expectations? Achieved Exceeded Expectations Met Expectations Met Some Expectations Did Not Meet Expectations May 2018 33% 58% 6% 3% 90.7% June 2018 33% 52% 7% 8% 84.7% July 2018 44% 51% 4% 1% 95.2% August 2018 50% 44% 5% 1% 93.7% September 2018 52% 30% 15% 3% 81.5% October 2018 44% 47% 5% 4% 90.7% November 2018 57% 38% 0% 5% 94.8% December 2018 59% 35% 6% 0% 93.8% January 2019 42% 46% 4% 8% 88.5% February 2019 62% 30% 2% 6% 92.5% March 2019 65% 30% 5% 0% 94.6%
