Over the last three years Ceridian has pursued a comprehensive approach to listening to and measuring our customers' experiences. Taken as a whole, these efforts have had a profound, dramatic effect on Ceridian's business.
Minneapolis (PRWEB) June 17, 2010
Ceridian Corporation, a leading provider of managed human resource, employee benefits administration, tax filing, and payroll outsourcing solutions, continues to realize measurable benefits from its multi-faceted customer listening efforts. One of the industry's leading human resource management businesses is employing leading edge tools and techniques to both listen to and improve from its customers' experiences.
"We have been extremely pleased with the progress of our customer listening efforts," commented Michael Shea, Ceridian executive vice president and chief operating officer. "Over the last three years Ceridian has pursued a comprehensive approach to listening to and measuring our customers' experiences. Taken as a whole, these efforts have had a profound, dramatic effect on Ceridian's business." Shea believes those efforts are in part responsible for Ceridian's customer retention numbers, which are over 90 percent (the industry average is 74 percent).
Customer Advisory Boards
Over the last three years Ceridian has established customer advisory boards (CABs) for each of its businesses. The CABs are comprised of Ceridian customers and are designed to provide Ceridian with key feedback on all aspects of Ceridian services and support.
For instance, over the past eighteen months Ceridian used its payroll business CAB's feedback to in part guide several key business improvement projects. Ceridian is now in the final stages of producing an entirely new, integrated payroll platform. The company has already delivered on a new enterprise reporting tool that has been favorably received by Ceridian's customers. Customer service improvements, the creation of a new Consultative Engagement Services group, and similar payroll business efforts have all in part been undertaken because of the clear voice of Ceridian's customers heard through its CAB.
Enhanced Net Promoter Scores
Over the last three years Ceridian has been measuring customer satisfaction using net promoter scores (NPS). NPS surveys existing customers about particular aspects of Ceridian's business and asks them to use a 10 point scale to rate their willingness to recommend Ceridian to their business colleagues. Unfortunately, NPS scores alone don't always provide quantitative information about where a company should focus its improvement efforts. Recognizing the NPS limitation, Ceridian created an NPS innovation by augmenting its scores to include cataloged, weighted customer comments received as part of its NPS process. The enhanced NPS scores have provided all of Ceridian's businesses with more targeted, specific directions about how to improve their customers' experiences.
For instance, from 2008 to 2009, Ceridian Health and Productivity Solutions registered improvements in five of the seven customer support categories it measured (two of the categories were already outstanding). Ceridian Benefits Services also used the enhanced NPS process to measure the effectiveness of customer support for its COBRA business, using the information to make several improvements to its customer service programs. Over the last 12 months Ceridian saw improvements in every area it measured.
Executive Customer Listening Efforts
Over the last three years Ceridian executives have periodically engaged in customer listening visits. These high level meetings are designed to follow-up on NPS scores, interview customers about any issues or concerns they might have about Ceridian products or services, and generally listen to what customers have to say about Ceridian. The feedback obtained from these interviews is analyzed and in part used to identify appropriate action plans which in some cases are integrated into overall improvement initiatives.
A good illustration of how one executive customer listening effort contributed to key payroll processing improvements for a major Ceridian client is Mike Shea's visit with Bass Pro Group. In April 2008 Mike met with Julie Boos, director of Bass Pro's Compensation, Benefits and HRIS to learn more about the Bass Pro Group's payroll challenges. During that meeting Mike reiterated Ceridian's commitment to providing Bass Pro Group with whatever resources the company needed to address some of its key issues. That executive customer listening effort continued to pave the way for profound changes in the way the customer processed its payroll, resulting in some key improvements for that particular customer (Bass Pro Shops reduce payroll processing by 80 percent, save time and money).
Ceridian's Customer Care Organization (CCO) customer support improvements
In 2010 Ceridian's CCO received a Stevie award for Customer Service Department of the Year (Ceridian Wins Stevie Award for Customer Service Department of the Year). CCO won the award because it continues to serve as an example of Ceridian's focus on the customer. More specifically, over the past year CCO's remarkable success has been based on several key factors: customer listening efforts, translating customer feedback into service improvements, measuring the ongoing effectiveness of its efforts, and communicating those improvements to its 350 customer care analysts.
Judging from CCO's own measurements and customer responses these new efforts have had measurable, positive effects. Over the last year …
- Call response time was reduced by 43 percent
- Customer satisfaction increased by 14 percent
- NPS scores improved by 20 points
Ceridian is a leading global business services company that provides reality-based KnowHow to take the guesswork out of impacting your organization's bottom line. From human resources and benefits to productivity and payroll services, we help organizations maximize their human, financial and technology resources. As a leader in payroll outsourcing, gift cards and corporate expense management, we're the driving force in payment innovation. Whether we're partnering with you to save money, grow your business, enhance operations or minimize financial risks we provide the insights and solutions that ensure your success. For more information about Ceridian visit http://www.ceridian.com or call 800-729-7655.
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