The Internal Customer Views Process
The CPI ICV process ensures that the core questions cover the relevant indicators typically needed in most organisations.
Participants can use previous survey results; their own survey processes; ICV's web-based survey tools; or request CPI to manage all or part of the survey as a turnkey project.
ICV also provides web-based questionnaires which can be quickly edited, a response collection model, and a method of easily creating the summary results for CPI for benchmarking.
Induction Workshop Ensures Efficient Surveys and Results Collation
At the beginning of the process CPI ICV provides onsite support workshops to guide personnel in understanding terminology, definitions, and requirements. Telephone support is available throughout.
Help with Results Analysis
The CPI ICV Results Model is very easy to use. Nonetheless it helps to have access and support from the team of experts at CPI that can assist in the production of the management report. Onsite support workshops help managers access and get value from the analysis of results.
Key Information for Management
The CPI ICV Results Model helps you get behind the survey results, the model includes analysis and charts that enable drill down to investigate specific areas of interest.
Workshops - Analysis to Actions
CPI ICV takes full advantage of its ability to provide direct, peer-to-peer interaction with organisations that have experienced similar issues. This ensures actions are based on real-world practical knowledge that allows faster, more confident decision-making.
The CPI ICV Key Questions for Comparison
CPI ICV encourages additional questions to which the organisation needs answers as well as the generic core questions to enable benchmark comparison.
Proven over several year's, the core questions embody the industry standard RATER framework, ensuring they cover the key service dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. One may adapt core question wording to suit organisation terminology.
There are two sets of core questions to measure the different priorities and responsibilities of users and business managers:
Business Manager core questions measure perceptions of IT service performance for those involved in specification and deployment of IT within their business.
User core questions measure perceptions of IT service performance in the front line, with people who are using IT in fulfilling their daily work roles.
Group Organisations with Multiple IT Functions
CPI Enterprise can be applied to Groups of companies to provide an
internal benchmark as well as outside comparison. It enables companies
or IT functions within a group to compare internal customer views on a
consistent basis throughout the group. This helps ensure best practice
and consistent service levels across all business units.
Assessing Customer Priorities
Simple satisfaction or performance ratings provide useful measures, but must to be adjusted to take account of relative importance of each area to customers and their expectations.
To ensure that IT is able to focus on priorities, CPI ICV includes questions on the Importance of each area and the level of Performance that IT has achieved.
Analysis of the results then highlights the potential gaps between customer expectations and performance levels. IT can use this to concentrate effort in the areas most likely to increase customer satisfaction, and to align itself more closely with the business.
Improving Over Time
No previous survey results for comparing with a current survey and quantifying how satisfaction has changed? CPI ICV allows questions to be asked about how respondents “would have rated IT had they been asked the questions 12 months ago”. The results model provides comprehensive analysis of how satisfaction has changed over actual prior survey ratings, or over “retrospective” question ratings.
Help with Customer Surveying
To be effective the survey must develop a process which is distinct from all other survey and consultation processes, and can be identified as an important part of the management and delivery of IT. CPI ICV offers a comprehensive best practice guide to conducting internal customer surveys which provides answers to questions such as:
- What survey method to use?
- Who to survey?
- How many to survey?
- What additional comment questions to ask to understand underlying attitudes?
- How to ensure high response rates?
- How to feedback results to encourage continued support for survey?
CPI ICV also provides some tools to facilitate surveying including a response collation model, a pro-forma questionnaire, and a method of easily creating the summary results for CPI for benchmarking.
Turnkey Survey Management Option
CPI consultants can take full responsibility for all or part of
customer surveying, including despatch and receipt of questionnaires,
respondent follow-up, analysing the responses by organisation category,
e.g. location, grade, department etc, and management reports on results
and on benchmark comparisons.