Customer Satisfaction - Framework

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Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS

Customer Satisfaction

Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS

February 2007

TABLE OF CONTENTS
I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9 A. A Hypothetical Example — Application to Public Human Services ......................... 9 B. A Hypothetical Example of an Engaged and Informed Resident Consumer Strategy ............................................................................................... 11

C. Potential Results ................................................................................................... 12

III. Building on Principles and Strategies from the Business World .............................................................................................. 13 A. Why Customer Satisfaction is Important in the Business World ........................... 13 B. Major Customer Service Themes from the Business Sector ................................ 14

C. Applying Business Principles and Strategies to the Public and Nonprofit Sector: Potential Opportunities and Challenges ................................... 14

D. Applying Business Principles and Strategies to Vulnerable Neighborhoods: Potential Opportunities and Challenges ............................................................... 17

IV. Proposed Framework for Improving the Quality of Goods and Services ........................................................................................ 20 A. Overview ............................................................................................................... 20 B. Framework Components ...................................................................................... 20

V. Applying Customer Satisfaction in Vulnerable Neighborhoods: Three Entry Points ............................................................ 28 A. Customer Satisfaction or Consumer Report Card ................................................ 28 B. Customer Satisfaction Approach within the Public Service Sector ....................... 29 ........................................... 30

C. A Resident-Driven Customer Satisfaction Campaign

VI. Customer Satisfaction Tools and Strategies ........................................... 31 Conclusion Endnotes ........................................................................................................................ 33

............................................................................................................................ 35

I

INTRODUCTION
Customer satisfaction drives successful private sector businesses. High-performing businesses have developed principles and strategies for achieving customer satisfaction. This paper presents a framework or set of ideas for using customer satisfaction principles and strategies to improve the quality, responsiveness, and accessibility of public sector and privately provided services in vulnerable communities. The framework suggested that residents who live in tough neighborhoods can be supported through customer satisfaction strategies to become empowered individuals whose informed perspectives influence decisions about what, how, when and where services are available to them.

What is Customer Satisfaction?
Research has identified a core set of attributes and actions of successful customer service organizations within the market economy. Regardless of whether these organizations provide goods or services, they recognize that satisfied customers are the key to their success. They focus on achieving 100 percent customer satisfaction and embed this priority throughout the organization from top to bottom with a solid framework...
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