1. Customer Insight Seminar Customer Services for London Mary Tetlow 13 February 2008 www.tetlowassociates.com

2. Developments and benefits of customer insight Developments: the case for standardisation of approach Benefits: Demonstrable increase in customer satisfaction? Staff motivation

3. Public service organisations need to know about me: What my expectations are How I feel about the services I use, and why What I would like them to change to make it better for me The services I need but dont use, and why About others who share characteristics with me Whether services are getting better or worse for me, and why

4. Developments: the case for standardisation of approach Knowledge Insight Responsive services Gathering data is not the same as understanding

5. Benefits: Demonstrable increase in customer satisfaction? Are all the drivers of satisfaction being addressed? Are differences within the population adequately addressed? Staff motivation We know that if staff feel that their service is truly customer focused, they feel more motivated

6. A protocol for customer insight

7. Some lessons from the history of measurement The need for standardisation has been recognised for centuries However, many think their home made system is the best Without standardisation there would be no communication for fundamental elements of daily life It seems to be the biggest and the strongest who resist change longest……..

8. The minimum data we think you should collect: Geographical data Date of birth Gender Ethnic group The data we recommend you also collect: Carer status Disability status NS-SEC Employment status You might also like to consider: Household income Religion Sexual orientation

9. You need to think carefully about: Making the data anonymous How you instruct survey companies How you will keep and share the data Alongside this, you should also think about: How you will approach segmentation How you are going to ensure data is shared And perhaps most important of all: How you will build customer insight into the organisations processes, culture and ethos

10. Segmentation The point is to seek to understand difference and use that knowledge to improve peoples lives. Using standard classification systems it is possible to map your data, held in standard formats, onto other data including standard classification models (ONS and commercial products), and thus make it much more powerful.

11. Segmentation: using the same data for different purposes

12. Customer satisfaction Drivers of satisfaction: Framework for detailed experience questions based on standard model Timeliness Staff attitude Delivery Information Staff professionalism Detailed experience questions developed through qualitative and quantitative research ? ? ? ? ?

13. Customer satisfaction with library services Drivers of satisfaction: Framework for detailed experience questions based on standard model Staff professionalism Detailed experience questions developed through qualitative and quantitative research Did the staff member come with you to locate the book you were asking for? Did anyone show you round when you joined?

14. Tools for the job

15. Customer Insight Know who Customers are Understand their experience Know what they care about Build knowledge into decision making

16. Customer Insight A uniting vision of what you are trying to achieve

17. Customer Insight Seminar Customer Services for London Mary Tetlow 13 February 2008 www.tetlowassociates.com