Customer Satisfaction - Framework

Topics: Customer service, Consumer protection, Quality of service Pages: 35 (9830 words) Published: October 11, 2010
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...

Links: in a Public Sector Service Value Chain,” Canadian Government Executive (June/July 2006), http://www.hrmaagrh.gc.ca/veo-bve/publications/atricle_e.asp. F. John Reh, “Guaranteed Customer Satisfaction?,” http://management.about.com/od/ businessstrategy/a/guaranteedCS05.htm Osborne and Plastrik, Banishing Bureaucracy, 161, 170, 177. Caplovitz, D. (1967) The Poor Pay More, Colleir-MacMillan Limited. London The Brookings Institution – Metropolitan Policy Program – The Price is Wrong: Getting the Market Right for Working Families in Philadelphia. Ibid., 178. Lisa Robinson, Market Creek Plaza: Toward Resident Ownership of Neighborhood Change – A PolicyLink Case Study, 2005, The Annie E. Casey Foundation, Tapping the Power of Social Networks, Understanding the Role of Social Networks in Strengthening Families and Transforming Communities. Number One, 2006. Osborne, David; and Peter Plastrik, The Reinventor’s Fieldbook: Tools for Transforming Your Government, John Wiley and Sons, January 2001. Ibid.
35
1575 Eye Street, NW Suite 500 Washington, DC 20005 Tel 202.371.1565 Fax 202.371.1472
www.cssp.org
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • CUSTOMER SATISFACTION Essay
  • Customer Satisfaction Essay
  • Essay on Good: Satisfaction Customer Satisfaction
  • Measuring Customer Satisfaction Essay
  • Study on Customer Satisfaction Essay
  • Measuring Customer Satisfaction Essay
  • Customer Satisfaction, a Marketing Practice Essay
  • Project Proposal on Customer Satisfaction Essay

Become a StudyMode Member

Sign Up - It's Free