Measuring Customer Effort - the only true measure of Customer Loyalty?
Quality Measurement of Customer Effort - A Bord Gais Networks Perspective
CCMA Network Forum Wednesday 14th March Bord Gáis Networks, Finglas.
In recent times Net Promoter Score (NPS) has been considered to be the best measure of customer satisfaction and loyalty. However many companies now are looking at the concept of Customer Effort as providing a more complete picture of the satisfaction and loyalty of individual customers. At this event Bord Gáis Networks will share their experience in designing and implementing a quality customer service measurement programme. They will also outline how they have begun to measure customer effort with a view to getting a 360 degree view of customer satisfaction. The agenda for the event is as follows:
|8.30 a.m. - 9.00 a.m.||Registration and Networking|
|9.00 a.m. - 9.15 a.m.||Welcome and Introduction - Dorothy O'Byrne, Managing Director CCMA.|
|9.15 a.m. - 9.45 a.m.||Perspectives on value of customer satisfaction measurement - Paul ODonoghue, Bord Gáis Networks.|
|10.00 a.m. - 10.30 a.m.||Implementing and developing a customer survey programme - Mark Cullen, W5 (working with Bord Gáis Networks).|
|10.35 a.m. - 11.00 a.m.||Using customer satisfaction results to drive improvements in the contact centre - Rose Dunlea, Fexco.|
|11.00 a.m. - 11.15 a.m.||Close - a tour of the National Service Centre (NSC) is available for those who wish to participate|
If you would like to register to attend this event please do so now in the events area of our website.