Presentation DCC Customer Satisfaction

Presentation purpose -Describe the fundamentals of customer satisfaction as practiced in the private and commercial sectors....products -Encourage you to consider the transferability to local authority.... services -Describe customer satisfaction as delivered by a football club

Customer satisfaction The private sector has recognised the importance of customer satisfaction for many years Our customers have always had somewhere else to go. A management guru explains it all...

There is only one valid definition of business purpose- to create a customer Peter Drucker

However where one council had a monopoly with no competition..... A local authority, told that its bus drivers were speeding past queues of people with a smile and a wave of the hand replied that its impossible for drivers to keep their timetables if they have to stop for passengers Anon

Timetables, like league tables, dont always deliver satisfied customers Customers can sometimes appear to be an obstacle to efficient services Customer loyalty is the critical objective for businesses

Customer satisfaction can be defined as Selling goods that dont come back to customers that do anon

Sometimes customers returning is not a good thing!!!

Customer satisfaction Benefits and Solutions People Quality Communication Innovation Market Place Does it work? Value Customer is King

Customer satisfaction Communication Innovation Benefits and Solutions People Quality Communication Innovation Market Place Does it work? Value Customer is King

We are all in the business of satisfying customers Companies must involve all colleagues totally Customer satisfaction has to be the main criterion of any business or authority The customer is the most important asset of any enterprise Like colleagues they must be INFORMED ENGAGED EMPOWERED

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

People Customers are people Companies are people Therefore relationships can be developed around: Experience Knowledge Availability Delivery of after sales service Other users opinions Test your product or service, from a customers perspective!

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Customers want Benefits and Solutions Customer satisfaction is about problem solving and enabling achievement What does your product or service really deliver? Starbucks doesnt sell expensive coffee. Starbucks solves the problem of where to find a comfortable, relaxing, sociable environment, where you can enjoy 40 minutes of friendly conversation with friends....priceless!

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Customers need it to work A product has 5 characteristics or potentials: 1: Design 2: Performance 3: Reliability 4: Maintainability 5: Delivery Each can satisfy or frustrate a customer Check that your product/service does the job!

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Market place Customers form a market that needs to be understood Fact findingResearch Product demandForecasting Anticipate changeDevelopment of product Stimulate demandEvaluate How much?Budgeting What Price?Pricing Policy Selling goodsSales management Persuasive communicationAdvertising Identify priorities and concentrate on perceived weaknesses

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Customers want Innovation Making some products at lower prices Making new and better products Creating and satisfying a new customer need Finding new uses for old products

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Customers need Communication The actual performance of a product is its most powerful communication Word of mouth from users is key The advert or launch is a promise, the product delivers it Promise must have consistency with actual delivery

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Customers want Quality Tough times mean durable, reliable and energy efficient products are sought out by consumers Branding suggests, but does not guarantee quality Poor quality.... – Costs time – Costs money – Lost orders – Lost customers

Customer satisfaction Communication Innovation Benefits and Solutions People Customer is King Quality Communication Innovation Market Place Does it work? Value

Added value satisfies customers Product: Bigger Simpler More compact More reliable More convenient More durable Easier to maintain Delivery: Quicker More Frequent Service: Friendlier More imaginative Literature: More informative Better written More visual

Somewhere between private industry and public service lies a unique hybrid..... A football club

Exeter City FC- No ordinary football club Saved by its fans in 2003 The only club in the football league to be owned by its supporters Has a unique role in the community A desire to build on those links working with: – Primary Care Trust – DCC – ECC – Environment agency – Exeter Leukaemia Fund – Connexions To name a few..... All of this through the medium and magic of football

We use this football club to: – Change lives – Shape personality and character – Build team players – Promote health and fitness (DCC surveys most important criteria) – To create winners – To help teenagers (DCC surveys greatest need for improvement) All to satisfy our customers!!

This is what is our satisfied customers look like This is why we were able to take 30,000 satisfied customers to Wembley Stadium That is the asset that exists in this city, county and sub-region Stadium redevelopment will ensure an even bigger role in the community We have many different customers including our centre of excellence students....

Exeter City Youth Development Simon Hayward Head of Youth

Why does the Youth Department at Exeter City Football Club exist?

TO CREATE PROFESSIONAL FOOTBALL PLAYERS

Expectations must meet reality because, approx. 95% of players in a Centre of Excellence do not achieve a professional contract.

The football

Contact Time 1998 / 1999 to 2003 / / 2010 Football Homework to be introduced 2009 / 2010 plus Football Homework 800 hours in 5 years 4176 in 10 years 1800 hours in 10 years 5976 hours in 10 years

Youth Department Budget = Football League grant funding + club contribution from Exeter City FC

2008 / 2009 size of ECFC Youth Dept. budget 91 st out of 92 Football League clubs

Community partners / Team sponsors The Youth Department runs 8 teams from Under 9s – Under 18s We currently have one community partner Charles Stanley This leaves 7 teams where we are looking for support

The Player – our customer

OUR ETHOS To look after the best interests of every young player in our care & To strive to have as many of our young players as possible become professional football players PLAYER Football Club ParentSchool

Consistent messages to players and parents enjoy the journey work hard at school education over football give yourself the best chance, not just in football but in life

Demanding high standards from players Attitude & Behaviour Respect School grades Dress Code & presentation Healthy positive lifestyle Time keeping Hard work Represent the Football Club at all times

SAFETY NET & AFTER CARE Advanced Development Centre Under 9s – Under 13s Retention Programme Under 14s – Under 16s Exeter College Football Academy Under 17s – Under 19s

The success of the Clubs ethos in the past Danny Clay Elliott Frear COACHING STAFF Chris Eveleigh, Arran Pugh, Matt Micklewright, Mitch ODonnell and Sam Brunt

These players have helped us achieve…

What can these players help us achieve?

At Exeter City FC we satisfy many different types of customers. We occupy a vibrant and central position at the heart of our community

Lets Kick Racism out of football

Exeter City FC Ability Counts

Launch of Devon Poppy Fund

The Grecian Centre

We started with a bus journey... Not a good one When you really satisfy your customers you can take the open top bus journey..

Customer Satisfaction Understand your market Know your customer InvolveEngageEmpower It is the quality and fit for purpose of the product/service, that you provide that satisfies customers, and solves their problems

One last thing..... Make sure your parrot is a healthy one!!