Laporan Kajian Kepuasan Pelanggan (CSI) Perkhidmatan … · Laporan Kajian Kepuasan Pelanggan (CSI)...
Transcript of Laporan Kajian Kepuasan Pelanggan (CSI) Perkhidmatan … · Laporan Kajian Kepuasan Pelanggan (CSI)...
Laporan Kajian
Kepuasan Pelanggan
(CSI)
Perkhidmatan
1Gov*Net
2016
CSI Information
The Overview
The CSI for 1Gov*Net Project has been
carried out annually as stipulated in theclause 8.9.1 of the LTC 1Gov*Net Contract.
“Annually during the
Concession Period, the
Company shall submit to
the Government a
customer survey report in
respect of the Main Services
substantially in the form as
specified in Schedule XV
conducted by a third party
appointed by the
Company with the prior
written approval of the
Government.”
Customer Satisfaction Index (CSI) survey is to measure the performancebased on customers experience that could lead to opportunities to improve
the business and maintain the service excellence.
The CSI Survey for 1Gov*Net Project was
implemented since 2013 and conducted
by research consultant, Taylor Nelson
Sofres Research Malaysia (TNS).
2017
2016
2015
2014
2013
CSI Milestone
Background of the study
Product: 1Gov*Net
Sample size : 550
Achievement: 339
Product: 1Gov*Net & PCN
Sample size : 550
1Gov*Net :440; PCN : 110
Achievement: 555
1Gov*Net :458; PCN : 97
Product: 1Gov*Net
Sample size : 445
Achievement: 228
Product: 1Gov*Net
Sample size : 550
Achievement: 358
Product: 1Gov*Net &PCN
Target sample size : 550
Fieldwork date :Sept-Dec 2017
TRI*M Index
One number score that measures the level of customer retention
TRI*M Typology
Analysis of different types of customer relationships
Satisfactions towards Touch Points
4 Globally-standardized TRI*M Questions
Touchpoints Index
Identify which touch points are key to customers based on Touchpoints index and Leverage Points
Diagnostic Elements
Questions Analysis
Grid Analysis
Identification and prioritisation of performance improvement actions
Eg. Account Management
A01. Knowledge in own products/services.
A02. Inform you about products/services.
A03.
A04. Understand your business requirement.
A05. Response in time to Inquiries (e.g. email, telephone).
A06. Reachability / ease of contacting.
Provide availability, utilization and helpdesk report online and on demand.
Research MethodologyTRI*M –3Ms...Measuring, Monitoring and Managing
CSI 2016
CSI 2016 Fieldwork Study Overview
Target respondents : 550
Achievement : 555
1Gov*Net : 458
PCN : 97
Fieldwork
Start : Oct 2016
End : Jan 2017
Segment :
1Gov*Net : MAMPU, HQ, End User
PCN : MAMPU , HQ
Data Collection Method :
Face to face
Online
2016 Touch Points: 1Gov*Net PCN
Segments : MAMPU HQ End User MAMPU HQ
1) Account Management
2) PMO 1Gov*Net
3) MAMPU Project team
4) Service Delivery & Installation
5) Service Restoration
6) Helpdesk
7) Customer Report
8) Product
Respondents
Breakdown by Ministry/Agencies
4 Critical Agencies
Top 10 Ministries / Agencies1) Jabatan Perdana Menteri2) Kementerian Kesihatan3) Kementerian Kewangan4) Kementerian Dalam Negeri5) Kementerian Sumber Asli &Alam Sekitar (NRE)6) Kementerian Kemajuan Luar Bandar & Wilayah7) Kementerian Perumahan & Kerajaan Tempatan
8) Kementerian Pembangunan Wanita, Keluarga & Masyarakat
9) Jabatan Penerangan10) Kementerian Pertanian Industri Asas Tani
Jabatan Imigresen N = 6
Jabatan Pendaftaran N = 6
Jabatan Kastam N = 7
Jabatan Pengangkutan Jalan N = 2
N100542926241919
1817
13
Total number of sites :
*10, 732
Total number of Ministries :
*24
Total number of
Agencies :
*201
*Data as at database collection stage on Sept 2016
TRI*M IndexCSI 2016 Overall Performance
1Gov*Net overall performance shows improvement and
exceeded the target set for 2016. Overall performance of
1Gov*Net shows a huge improvement attributed by all segment.
79 80 80 7688
Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016
1Gov*Net
TRI*M Index
Critical
situation
Vulnerable
position
Shopper
category
Retained
customers
Highly
Retained
customers
High Customer Retention
Low Customer Retention
76 79 80 84 89
Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016
End User
81 85 8171
88
Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016
HQ
72 7864
81
Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016
MAMPU
89
Main Wave 2016
PCN↑17pts
(24%)↑17pts
(27%)
↑5pts
(6%)
↑12pts
(16%)
Baseline
• Within the TRI*M Typology
MercenariesMedium to high satisfaction,
low loyalty
Just looking for better deals,
and highly likely to switch if
presented with a more
attractive offer. What will
engender loyalty?
ApostlesCustomers essential to your
long term success. High
satisfaction and loyalty.
Positive word-of-mouth.
How to retain them in a
profitable way?
CriticsDissatisfied and not loyal
Negative word-of-mouth
HostagesMedium to low satisfaction,
but high in loyalty
Often tied to company by
contract, technology or other
barriers
High loyaltyLow loyalty
Hig
h s
atisf
ac
tio
nLo
w s
atisf
ac
tio
n
Mercenaries Apostles
Critics Hostages
Hig
h s
atisf
ac
tio
nLo
w s
atisf
ac
tio
n
High loyaltyLow loyalty
Customer satisfaction should translate into loyalty
Loyalty
• - Repurchase / continue using
• - Competitive advantage
Satisfaction
- Overall performance
- Recommendation
For Explanatory Purpose
Description of Customer Attitude Types
TRI*M TypologyCSI 2016 Overall Quality of Relationship
Apostles Mercenaries Hostages Critics
↑53pts ↑24pts ↑11pts
1Gov*Net overall Quality of Relationship seen as Healthier at Overall level.
Relationship of 1Gov*Net increases in share of Apostles and decrease in share of Critics.
↑22pts
Touch Points Index
Maintain Promote
Primary ImprovementSecondary Improvement
Importance in driving TRI*M (Leverage)Perf
orm
ance (
TRI*
M I
ndex)
Highest Importance (10)Lowest Importance (0)
60
120
0
Avg (5.0)
PMO 1Gov*Net & Product are the key focus areas for improvement.
Avg:
92.50
2015 Touchpoint:• Service Delivery &
Installation• Customer Report
2015 Touchpoint:• PMO 1Gov*Net
2015 Touchpoint:• Account Management• MAMPU Project Team
2015 Touchpoint:• Service
Restoration• Help Desk• Product
1Gov*Net Overall Touch Points Performance
Touch Points Index
Helpdesk and Product are the key focus areas for improvement.
PCN Touch Points Performance
1Gov*Net Touch PointsCSI 2016 Touch Points Performance
Primary ImprovementSecondary
ImprovementMaintain Promote
PMO 1Gov*Net Product
Customer Report MAMPU Project Team
Account Management
Service delivery &
Installation
Service restoration Helpdesk
MAMPU Project Team
PMO 1Gov*Net
Account Management
Service
delivery &
Installation
Service
Restoration HelpdeskCustomer
Report Product
3 5 3 5 7 6 4 7Leverage
93(75)
87*(69)
95(78)
93(84)
96(89)
95(87)
90(84)
91(83)
1Gov*Net
(Main Wave 2015)
1Gov*Net touch point performance
PCN Touch PointsCSI 2016 Touch Points Performance
Primary ImprovementSecondary
ImprovementMaintain Promote
Helpdesk Product
Customer Report PMO PCN
Account Management
MAMPU Project Team
Service Restoration Service Delivery &
Installation
MAMPU Project Team
PMO 1Gov*Net
Account Management
Service
delivery &
Installation
Service
Restoration HelpdeskCustomer
Report Product
PCN touch point performance
3 4 2 7 6 6 3 7Leverage
103 91* 107* 96 98 93 85 88
PCN
DiagnosticOverall 1Gov*Net TRI*M Grid Analysis
Primary Improvement - PMO 1Gov*Net
Priority
ActionAttribute MAMPU
Low B02 Pro-activeness in organizing and conducting engagement program. Weakness
Low B10 Posses analytic skills. Weakness
High level
weaknessMedium level
weakness
Low level
weakness
Note: Please refer to appendix for detailed key area
MAMPU are performing well in PMO 1Gov*Net, however it could be further improved by being more pro-active in organizing and conducting engagement program.
Hygienics Motivators
Potentials?/Savers?Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
B01
B02B03
B04B05
B06
B07
B08
B09
B10
MAMPU
DiagnosticOverall 1Gov*Net TRI*M Grid Analysis
Primary Improvement - Product
Priority Action
Attribute End User HQ MAMPU
HighH04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).
Weakness Weakness Strength
Medium H02 Reliability and stability of the service. Weakness Weakness Neutral
MediumH03 Security of network service at the Managed Internet Gateway (MIG) and alert notification.
Weakness Weakness Weakness
Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF). Weakness Weakness Strength
Medium H01 Access to 1Gov * Net for all agencies Weakness Weakness Neutral
Medium H05 Security online services network in the 'Managed Internet Gateway (MIG)' Weakness Weakness Neutral
Medium H06 Provide a variety of the latest technology to meet customer needs Weakness Weakness Neutral
Medium H07 Easy to get service related information Weakness Weakness Neutral
Medium H08 Offer traffic monitoring and visibility for network Weakness Weakness Neutral
Product performance is more critical for End User & HQ segment, and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).
High level
weaknessMedium level
weakness
Low level
weakness
Note: Please refer to appendix for detailed key area
Hygienics Motivators
Potentials?/Savers?Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
H01
H02H03
H04H05
H06
H07H08
H09
Hygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
H01
H02 H03
H04
H05
H06
H07
H08
H09
Hygienics Motivators
Potentials?/Savers?Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
H01H02
H03
H04H05
H06
H07
H08
H09
HQHQ
MAMPUEnd User
Diagnostic PCNOverall PCN TRI*M Grid Analysis
Primary Improvement - Helpdesk
Priority Action
Attribute HQ MAMPU
Medium F01 Quick to answer calls and emails. Weakness Weakness
Medium F04 Provide assistance and information on action to be taken on first level problem verification. Weakness Weakness
Low F02 Competent, giving accurate information and possess relevant product knowledge. Weakness Neutral
LowF08 Helpdesk PCN 03 88924001 is easily contactable after office hour or via email [email protected].
Weakness Strength
High level
weaknessMedium level
weakness
Low level
weakness
Note: Please refer to appendix for detailed key area
Helpdesk should focus on being more prompt in answering calls and responding to emails, besides providing assistance & information on action to be taken on first level problem verification.
Hygienics Motivators
Potentials?/Savers?Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
F01
F02
F03
F04
F05
F06F07
F08
Hygienics Motivators
Potentials?/Savers?Hidden Opportunities
Hig
hLow
HighLow
Sta
ted im
port
ance
Impact on customer retention
F01
F02
F03
F04F05
F06F07
F08
Strength Weakness
HQ MAMPU
Diagnostic PCNOverall PCN TRI*M Grid Analysis
Primary Improvement - Product
Priority Action
Attribute HQ MAMPU
Medium H05 Ease of getting service related information. Weakness Weakness
Medium H06 Provides updates and various type of technology to meet customers’ requirements. Weakness Weakness
Medium H07 Offer network traffic monitoring and visibility. Weakness Weakness
Medium H01 Access to 1Gov * Net for all agencies Neutral Strength
Medium H02 Reliability and stability of the service Weakness Weakness
Medium H03 Security of network service at the Managed Internet Gateway (MIG) and alert notification Weakness Weakness
Medium H04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD) Weakness Strength
Medium H08 Offer traffic monitoring and visibility for network Neutral Strength
Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF) Weakness Weakness
PCN product for HQ and End User are performing poorly in terms of easiness of getting
service related information, updating on various type of technology and offer network
traffic monitoring and visibility.
HQ
High level
weaknessMedium level
weakness
Low level
weakness
Note: Please refer to appendix for detailed key area
MAMPUHygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
hLo
wHighLow
Sta
ted
im
po
rta
nc
e
Impact on customer retention
H01
H02
H03
H04
H05
H06
H07H08
Strength Weakness
Hygienics Motivators
Potentials?/Savers? Hidden Opportunities
Hig
hLo
w
HighLow
Sta
ted
im
po
rta
nc
e
Impact on customer retention
H01
H02
H03
H04
H05
H06
H07
H08
1Gov*Net index score registered improvement from 76 points in 2015 to 88 points in 2016 . Theimprovement in performance is mainly due to higher increment seen in HQ and MAMPU performance score.
The quality of relationship is strengthen in 2016 especially amongst MAMPU which recorded higherproportion of Apostles as compared to 2015.
PCN HQ & MAMPU recorded equal share of Apostle, but MAMPU performed better in terms of TRI*MIndex.
All touch points experienced improvement in performance in 2016 over 2015 for 1Gov*Net.
The increment is mostly from End User and HQ segments.
Compared to other segment, Product performance is more critical for 1Gov*Net End User & HQ segment,and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).
Key focus areas for improvement for 1Gov*Net :
PMO 1Gov*Net, Product and Customer Report.
Key focus areas for improvement for PCN :
Helpdesk, product, customer report, PMO PCN.
18
Overall Summary
Overall Performance
Touch point Performance