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CUSTOMER SATISFACTION PROGRAM

Strategic objectives STRATEGIC KEY
– Customer CHALLENGES PERFORMANCE
Satisfaction OBJECTIVES INDICATOR

Baseline 2020 MADAR FM International
target Benchmark Benchmark
Systemizing a Customers no longer rate Introduce and implement Satisfaction survey
customer feedback your service based off C-SAT surveys for all benchmark percentage
process individual interactions – category: B2B, B2C and C-SAT Survey analysis 100% 95% 60% 100%
they look at the service Bi2Bi C-SAT reports and action
you deliver as a whole plan
and rate you based off Customer Service training
that experience. for all employees

Choosing the right The challenge lies Introduction of various Mobile apps integration
technology to create in finding the right technological with CAFM
better experiences technology to improve the communication mode to Measuring customer
right parts of the enable customer interaction index and 100% 85% 50% 85%
customer experience. You satisfaction experience utilization
cannot rely on technology
as the answer to your
poor customer experience.

Creating a customer- As you begin to focus Introduce Business Core Monthly/quarterly
first culture more on customers, your Values rewards and recognition
employees may find it Implement rewards and program 100% 100% 60% 100%
hard to adjust priorities, recognition program for
which will slow them all the staff
down and reduce their
speed.

Delivering a Making each and every Enable cross-department SLA between
consistent customer experience equally good. collaboration. departments on 100% 100% 70% 100%
experience across constant communication deliverables
business and work collaboratively
on new marketing and 2017 – 2020 (3 Year Plan)
customer support
initiatives

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