SIS Customer Satisfaction Survey - Key Learnings Iulia Filiuta Manager, Industry e-invoicing IATA WFS 2017 Industry Meetings Click to edit Master title style What s our company s most valuable asset? it s our satisfied customers! WFS 2017 Industry Meetings 2 1
And what aspect of the client experience is the most important for our customers? aside from the financial value it s the customer service they receive! WFS 2017 Industry Meetings 3 Our mission is to represent, lead and serve the airline industry...so how do we make sure you are satisfied with the service you receive? We ask you about it! WFS 2017 Industry Meetings 4 2
What tools do we use to measure and track your satisfaction? Annual Satisfaction Survey Instant Surveys Daily interactions through our support tool Face to face interactions at Industry Meetings WFS 2017 Industry Meetings 5 Let s have a closer look at the 2017 Survey: Launched on June 19 th 2017 for a period of one month Sent to users that accessed SIS within the previous 6 months 3,864 invitations were sent to users pertaining to 542 companies 688 responses were received (a participation rate of 18%) WFS 2017 Industry Meetings 6 3
By targeting active users only, we learned: More than 50% of the users identified as active in SIS have not accessed the system in over 6 months. More than 10% of the active members have not used the system over the last 6 months. WFS 2017 Industry Meetings 7 What are we going to do about it? You should ensure that users who no longer work for the company or no longer need their access are deactivated. We will reach out to those members not using the system and help them get started. WFS 2017 Industry Meetings 8 4
Why do we send an annual survey? We want to know how satisfied users are with some key aspects, where we fall short and most importantly, what we could do better. WFS 2017 Industry Meetings 9 What kind of feedback do we ask for? A. We asked questions where users rate their level of satisfaction on a scale from 1 to 10. B. We asked open ended questions to collect additional information and/or suggestions. WFS 2017 Industry Meetings 10 5
9787 Get ready to participate! www.sli.do Event code: 9787 WFS 2017 Industry Meetings 11 Overall, how satisfied are you with your accommodation in Dublin? XX% 1 Extremely Dissatisfied Extremely Satisfied 2 3 4 5 6 7 8 9 10 WFS 2017 Industry Meetings 12 6
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But what if the rating scale looked like this? Would you rate differently? 1 2 3 4 5 6 7 8 9 10 Dissatisfied NO Opinion Satisfied WFS 2017 Industry Meetings 15 WFS 2017 Industry Meetings 16 8
Please stand by, application is loading These are the ratings we received: 77% 76% 17 78% Overall satisfaction with SIS Customer Effort Score (CES) Net Promoter Score (NPS) Satisfaction with the SIS platform WFS 2017 Industry Meetings 18 9
These are the ratings we received: 78% 79% 77% 77% Satisfaction with IS-WEB functionality (avg.) Satisfaction with file management (avg.) Satisfaction with Change Management Process Satisfaction with overall communication process WFS 2017 Industry Meetings 19 This is how the survey responders rated: Extremely Dissatisfied 44-53% Extremely Satisfied 1 2 3 4 5 6 7 8 9 10 15-20% 31-36% WFS 2017 Industry Meetings 20 10
Around 50% of survey participants provided ratings between 7 and 8 but only 20% of them provided additional feedback suggesting improvements or expressing concerns. WFS 2017 Industry Meetings 21 When breaking down the survey data Super Users are more satisfied with the service than Regular Users. Users that access SIS frequently are more satisfied than those who use it rarely. Most new features requested already exist in the system. WFS 2017 Industry Meetings 22 Most common requests are for training, reports and simplified processes. 11
What are we going to do about it? Super Users are more satisfied with the service than Regular Users. Users that access SIS frequently are more satisfied than those who use it rarely. Identify the cause of dissatisfaction and try to close the gap. WFS 2017 Industry Meetings 23 What are we going to do about it? Most new features requested already exist in the system. Most common requests are for training, reports and simplified processes. Reach out to these users and provide guidance as needed. Improve documentation and training materials made available. WFS 2017 Industry Meetings 24 12
What do we want you to do? If you see something, say something! The rating alone does not provide us with actionable input. If you are not satisfied or feel that certain functionality could be improved, please tell us about it. Do not wait for the annual survey to let us know you are not happy! Reach out to us anytime! WFS 2017 Industry Meetings 25 What s in it for you? As SIS users, you have first hand experience of how it benefits your business, and also where there is room for improvement. Sharing your feedback will: o Ensure you get the most out of the product o Ensure we constantly improve it so you can continue to get the most out of it WFS 2017 Industry Meetings 26 13
What else did we learn from the survey? let s look again at these ratings 77% 76% 17 Overall satisfaction with SIS Customer Effort Score (CES) Net Promoter Score (NPS) WFS 2017 Industry Meetings 27 We are asking similar questions in our instant surveys to measure your satisfaction with our support team. Here are the results: WFS 2017 Industry Meetings 28 14
77% 76% 17 Overall satisfaction with SIS Customer Effort Score (CES) Net Promoter Score (NPS) 90% 88% 82 Overall experience Customer Effort Score (CES) WFS 2017 Industry Meetings 29 Net Promoter Score (NPS) Overall Experience 90% 90% Clarity and Relevance of Communication Customer Effort Score 88% 91% Quality of the interaction Net Promoter Score 82 90% Speed of resolution WFS 2017 Industry Meetings 30 15
Are the results different because you like our support team more? Or because the interaction is still fresh when you receive the survey? WFS 2017 Industry Meetings 31 iulia Filiuta filiutai@iata.org www.iata.org/sis WFS 2017 Industry Meetings 16
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