TWN Washington Øivind Christoffersen Director General, Statsbygg (Norway) Turning customer feedback into appropriate actions and customer satisfaction

Customer feedback Methodology and analysis Surveys Gathering useful, timely and accurate customer feedback and information Identifying our strengths and areas of improvement Methodology All customers are included No anonymity – helps the process of following-up with appropriate actions Identifying what is important to the individual customer Measuring driving factors behind individual customer satisfaction Framework for the analytical work: Internationally recognized cause-effect model *) Measuring customer satisfaction and loyalty *) EPSI (Extended Performance Satisfaction Index) equivalent to ACSI (American Costumer Satisfaction Index)

Types of Customers - examples 39 % 48% 6% 2% 5% Satisfaction Loyalty Distribution of Customer type # 97Ambassadors 120Core customers 15Faithful customers 5Critical customers 13Disloyal customers

Areas of improvement ! Focus on Perceived Value (highest effect) Effect of an improvement Area of Priority StrengthPossibility Weakness

Managing Customer Relations Our focus on managing customer relations and satisfaction Taylor made Customer meetings Clarify expectations and specific needs Customer book A basis for more thorough discussions about perceived value for money Discover trends and developments regarding customer needs within different sectors and segments Important and valuable input for developing customer and market strategies A starting point for discussing Space Efficiency

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Customer feedback – Methodology and analysis Managing customer relations – Our focus on managing customer relations and satisfaction – What we do to creative thriving, productive and sustainable work communities Agenda 1 2

Customer feedback - Methodology and analysis Methodology EPSI rating is a system to collect, analyze and disseminate information about image, preferences and perceived quality as well as loyalty of customers, employees and other stakeholders. The EPSI approach focuses on causal analysis derived from structural model elaboration and thorough empirical studies in order to estimate numerical relationships ( rating.com 2011). The approach is characterized by: independence proven scientific background and continuous development proven quality of methods and results obtained a set of rich international benchmark databases

Customer feedback - Methodology and analysis Input parameters – the key drivers for customer satisfaction In addition to customer satisfaction and loyalty, we gather feedback on and measure: Image – including customer service, reliability, focus on environment, energy and universal design Customer contact Service and communication Value – deliveries and cost Complaints – handling and response Expectations Areas of service We also measure satisfaction with the different areas of service: Property management Construction project management Consultancy © Photo : Leif Gabrielsen

Customer feedback - Methodology and analysis Methodology Statsbygg’s model, with basis in the EPSI model

Customer feedback - Methodology and analysis Customer meetings Gathering feedback and information through customer meetings Seminars Seminars and conferences with customers, contractors, suppliers and partners Discover trends and developments regarding customer needs within different sectors and segments Internal Exchanging feedback and information from customers Coordination meeting Programs for standardization/ efficiency R5. Arch: Torstein Ramberg AS. © Photo: Jiri Havran

Managing Customer Relations - Our focus on managing customer relations and satisfaction Goals in the annually business plan Measurement of the achievements regarding implemented activities to improve customer satisfaction in the different areas of service Survey of internal production and deliveries Measuring the quality and efficiency of internal customer relationships in order to find potential areas of improvement Customer and market strategy Points out the areas of focus and priorities for enhancing both customer satisfaction and loyalty, on a short and long term basis Customer and market analysis Continuously focusing and following up on development, trends and needs within the different market sectors and segments

Customer service programs for all areas of service Areas of focus and efforts to ensure better customer experiences through cost-benefit, quality and efficiency in production Principles for customer service Competence and knowledge about customer service through internal schooling Customer relationship management CRM system Coordinating deliveries, customer meetings and customer service Targeted customer web and customer space Managing Customer Relations - Our focus on managing customer relations and satisfaction

Competitive advantages Knowledge Resources Customer and sector proximity Experience Reliable and financially solid Organized in the same way as our customers, and share their framework and challenges Managing Customer Relations - Our focus on managing customer relations and satisfaction

Managing Customer Relations - What we do to creative thriving, productive and sustainable work communities Target learning Implementing strategies and making sure they are understood and supported by employees as well as management Internal schooling of employees under a holistic framework, as oppose to section-wise learning earlier Using internal PMs with relevant experience Use of ”best practice” Varied and engaging learning methods Competent partners © Photo : Mette Randem

Vi kan begynne med det enkle…  Kjenne våre kunder og kundenes behov  Være tilgjengelig, åpen og gi rask tilbakemelding  Alminnelig høflighet og respekt  Gi kunden oppmerksomhet  Være i forkant  Kundehåndbøkene er et verktøy i arbeidet  Kundeprogram Statsbyggskolen

Hovedmål: Ta vare på og utvikle de kundene vi har Begynne med det enkle / adferd:  Sette oss i kundens sted og se deres behov  Være tilgjengelig, åpen og gi rask tilbakemelding  Alminnelig oppmerksomhet, høflighet og respekt  Være i forkant og følge opp klager og reklamasjoner Mer langsiktig:  Systematisk bruk av kundehåndbøkene  Kundebehandlingsprogram Statsbyggskolen  Styrke vår forventningsavklaring i alle beslutningsfaser  Være tydelig, forståelig og entydig om våre rammebetingelser  Koordinere ulike aktiviteter mot samme kunde (strategisk – bygging – drifting)  Innfri leveranser og holde avtaler  Ha et godt og tett samarbeid internt og med kundene – fremstå som ett Statsbygg

Hovedmål: Ta vare på de kundene vi har… For å beholde eksisterende kunder må vi bl.a.: •Fange opp kundens behov i tidlig fase •Være entydig og formidle krav vi har til å følge opp til anskaffelsesregelverk mv. på en forståelig måte •Gi raske tilbakemeldinger •Følge opp prosjekter/eiendommer på en god måte •Innfri leveranser og holde avtaler •Ha et godt og tett samarbeid internt og med kundene •Ha effektive rutiner og tydelige fullmakter •Følge opp klager og reklamasjoner