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IHD - Case Studies - Customer Relations B
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+ Customer Relations A
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+ Customer Relations B
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20744
 
Phone: (301) 292-7088
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E-mail: info@ihdinc.org
 
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Case Studies - Customer Relations B
  
A Federal government agencies human resources management department (HR) wanted to assess the quality of service and the level of satisfaction of its senior managers. Among the drivers for this need were comments and some complaints, by some senior executives, that the quality of HR's services were "uneven" and the level of HR support not as good as it "should" be. Some, in fact, felt that the HR function:
  • lacked sufficient awareness of the business stresses that they faced
  • lacked sufficient understanding of the related HR challenges associated with their operation of the business functions, and
  • were insufficiently attuned to ways of supporting them and their program officers.
Challenge
The senior managers had little time for an elaborately designed survey and the HR function needed a very succinct, professional and relevant assessment that would help them get a concise and specific "reading" of the specific areas where improvement was needed and recommendations on opportunities for service improvement and customer satisfaction.
 
Action
The Institute recommended and was commissioned to designed a Transactional Satisfaction Survey (TSS) to enable the client to obtain a quantitative and qualitative reading of perceptions of its target customers. We administered a self-administered questionnaire that was completed by senior-level managers, provided the data analysis of the survey, and wrote the final report that contained the results from the data collection recommendations as well. In addition, we conducted a number of one-on-one, in-depth interviews that captured specific examples of the level of satisfaction of HR's key customers. Finally, we provided the data analysis of the survey, and wrote the final report that contained the results from the data collection and HR specific recommendations.
 
Results
The report is being used by senior HR officials to determine the specific strategic changes and improvements that will be made.
 
Illustration - Transactional Satisfaction Survey
 
4 Major Elements for Measuring Customer Service Satisfaction
  • Responsiveness
  • Speed of Transaction
  • Availability of Service
  • Professionalism
GAP Analysis
A. How important is a given performance (requirement) attribute
 
   Versus
 
B. How well HR meets these requirements (quality/results of recent transactional experience)
 
Question Model
Question Model
 
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