Executive Summary

Over the past 3 years, the Account has shown how the implementation of five foundational principles can lead to consistent, high customer satisfaction ratings. They include:
1) Common Philosophy – a central vision coupled with active sponsorship
2) Common Processes – documented repeatable ways of performing job tasks
3) Common Tools – utilization of technology designed to promote the common processes
4) Communication – consistent and continual avenues of sharing information
5)5) Commitment to Quality – attitude and actions of “inspect what you expect” or “zero defects”.

Figure 1. Customer Satisfaction Ratings on Account

These 5 C’s have enabled the Conoco Account to experience a positive upward trend line of customer satisfaction (rating of 90+%) over the past twelve quarters (Figure 1). The customer satisfaction figure is calculated from the results of a 5-question phone survey of customers who report problems, questions, or requests through the Customer Support Centre (Attachment A). Each business day, the survey activity occurs drawing potential participant names from 20% of all lines of service tickets from the previous day’s business that are in “closed status”[i.e. this status indicates that CSC believes that work requested by the customer is complete].

Customer Satisfaction begins byin setting a baseline of expectations and then delivering service to those expectations. As reactions to that service are accumulated, you reset those expectations are reset accordingly and begin the process begins again. The journey to high customer satisfaction is truly continuous improvement in action. It happens in bite-sized chunks versus quantum leaps.

One must be willing to take risks and try new things, . Wwhile all the time monitoring (i.e. metrics are a must) your choice closely. This will provide the feedback