1. Rosetta Lue City of Philadelphia Office of the Managing Director’s Chief Customer Service Officer Collecting Customer Experience Data

2. Rosetta Carrington Lue @RosettaLue  Career Background ̶ Public & Private Sector experience  Public Sector – PURPOSE  Person Mission - Oath of the Athenian ̶ I will transmit this City not only not less, but greater, better and more beautiful than it was transmitted to me.  Office of the Managing Director, Richard Negrin, Esq. “Set the standard for excellence in government operations, built on best practices and innovative thinking, that enhances the operations of City Government and positively impact the citizens of Philadelphia.” 2

3. Philly311 Quick Facts  Philadelphia is the nation’s 5 th largest city with 1.5 million residents.  Philly311 receives an average of 1.2 million calls each year.  Philly311 takes a multichannel approach: phone; website; email; walk- in center; mobile app; Facebook; Twitter; and mail.  Philly311 also has a community engagement effort, the Philly311 Neighborhood Liaison Program  Philly311 is currently implementing a Salesforce CRM system. 3

4. What are you doing to measure the customer experience at your contact center and at your agency? 4

6. 6 Cause Philly311 wanted to measure customer experience but lacked the resources (financial and staffing) to fully implement a process. Action Philly311 partnered with non-profit organizations that connect job-seeking clients with work experience. Result Philly311 created a customer satisfaction program using work experience clients to collect data.

7. Utilizing a Work Experience Program (cont’d) Philly311 partnered with a Fortune 500 company (pro-bono) to develop an effective customer satisfaction survey. Customer satisfaction surveyors were given formal training to familiarize them with Philly311’s services, the data collection processes, and why their role is critical to our success. Surveyors were provided with a list of anonymous customers who contacted Philly311 within the last 24 hours and authorized the use of their number for a customer satisfaction survey. 7

8. Customer Satisfaction Survey 1. Did the agent explain the process for resolving your issues or concerns? 2. Did the agent have access to the necessary information to meet your request? 3. Was your call (or e-mail, or visit) handled in a timely manner? 4. Were you satisfied with the service you received from Contact Center? 5. Would you like to provide any additional feedback about your experience with the contact center? 6. Would you like to provide your name, phone number or e-mail address, if you would like to be contacted. 8

9. How are you using results from customer satisfaction surveys?

10.  Customer satisfaction results are entered into a centralized database.  Data is shared with team supervisors on a daily basis.  Previous day’s average is displayed on reader boards throughout the contact center.  Monthly and quarterly customer satisfaction reports are shared with senior leadership and posted on the contact center’s bulletin board. 10

11. What impact has it had on your program?

12.  Customer satisfaction surveys provide agents with day-to-day feedback on performance.  Surveys provide Philly311 with the opportunity to correct bad customer experiences. ̶ When customers report a negative experience, surveyors re-direct them to a contact center supervisor to resolve the issue.  The data has improved Philly311’s technology and business processes, external communication, and service offerings. 12

13. Three takeaways to put into action

14. 14 1.Partner with outside organizations to develop resources and a workforce to implement a low-cost customer experience measurement program. Also consider monitoring social media data. 2.Share day-to-day data with frontline employees and supervisors; Share high-level data with senior management. 3.If possible, build-in a process to resolve bad customer experiences.

15. Any Questions? Philly311 @Philly311 PhillyInnovates.com Philly311

16. Contact Information Rosetta Carrington Lue MDO Chief Customer Officer & 311 Contact Center Director @RosettaLue@phila.gov Rosetta.Lue@phila.gov 215-683-0876 16