Performance Management

Finding Customer Satisfaction in the Data

The Challenge: An IT management organization servicing the Intelligence Community was perplexed by mixed signals — its customer satisfaction survey results were inconsistent with the number of real-time customer complaints received by senior executives.

Our Approach: Fuel’s experts took the initiative, conducting an in-depth study of the tens of thousands of surveys returned during the previous 13 months. The application of best practices analysis and insights from a J.D. Powers-trained colleague illuminated the issue — not the survey instrument itself, but critical errors in the scoring schema that exaggerated satisfaction ratings.

The Result: Confirming senior managers’ intuition, the actual change ticket satisfaction rate was 15% less than reported, while the actual incident ticket satisfaction rate was 5% less than reported. Armed with this knowledge, Fuel’s enlightened senior executives, at no additional charge, identified a solution to implement a weighted rating schema that employed the existing instrument while incorporating the algorithms necessary to score it correctly, and train the survey owner and its consultants on how to interpret the data.