CUSTOMER SATISFACTION

SYSTEM
• The final outcome
• The way the service kept its promises Delivery
• The way the Service handled any problem
• The final outcome
• The way the service kept its promises
• The way the Service handled any problem
• Initial wait
• How long it takes overall Timeliness
• Number of times had to contact the service
• Initial wait
• How long it takes overall
• Number of times had to contact the service
• Accuracy
SATISFACTION
• Comprehensiveness Information
•
• Being kept informed aboutt progress
Accuracy
WITH SERVICE
SATISFACTION
• Comprehensiveness
• Being kept informed aboutt progress
WITH SERVICE
• Competent
Professionalism
• Being treated fairly

• Competent
• Being treated fairly

• Polite and friendly staff

Staff Attitude
• How sympathetic staff were to your needs

• Polite and friendly staff

• How sympathetic staff were to your needs
 DIGITAL
TRANSFORMATION

SYSTEMS OF
INTELLIGENCE

Empower your employees Engage your Optimize your operations Transform your
customers product
PROFIT/COST MODELS

Profit Per Customer PRICE OPTIMIZATION MODEL

Price

Claims plus other costs

Expected Profit
ELASTICITY MODELS

Demand

PROFIT MAXIMIZING PRICE Price

Competitor Prices Price
SCENARIO PLANNING Diverge to generate insight Converge to drive action

ORIENT EXPLORE SYNTHESIZE CHOOSE/ACT MONITOR

1 2 3 4 5

• Internal perspectives • External perspectives • Combine forces into • “Rehearse the future” for • Early indicators and
scenario logic and opportunities, risks signposts
• Current knowledge • Scanning the “fringe”
framework
• Generate options • Ongoing process
• Focal question • Driving forces and
• Detailed scenario and dialogue
uncertainties • Tentative priorities
stories and industry-
• Executive immersion level impacts
 CONTINGENCY PLANNING
WORKSHEET
RISK LEVEL TRIGGER POINTS FIRST HOUR STEPS FIRST DAY STEPS FIRST WEEK STEPS END PLAN TRIGGER

What is the risk of What are you doing the What are you doing the What are you doing the What is going to trigger
What will cause the
the scenario? first hour after the first day after the scenario first week after the the end of the
scenario to start?
(1=Low, 10=High) scenario occurs? occurs? scenario occurs? contingency plan?

What is the risk of What are you doing the What are you doing the What are you doing the What is going to trigger
What will cause the
the scenario? first hour after the first day after the scenario first week after the the end of the
Scenario A 7 scenario to start?
(1=Low, 10=High) scenario occurs? occurs? scenario occurs? contingency plan?

Scenario B 8
7

Scenario C 9
8

Scenario D 5
9

Scenario E 3
5

Scenario F 6
3