Customer Service Maturity Model by next4biz

Customer satisfaction or dissatisfaction is the result of a confirmation, or lack thereof, of the expected service quality versus the perceived service quality. “The goal of customer care is to ensure that customers are satisfied with the process and the outcome of an interaction with the customer care center,” according to Woodruff and Cadotte (1983).

MATURITY LEVELS

INITIAL

Initial level: multichannel communication. Ticketing, manual management of issues, basic reporting. Lack of omnichannel and single customer view. No workflows and measurement. Manual process execution or no process at all.

ACTIONS

Take a snapshot of current situation
List problems
List requirements
Get numbers (issues, emails, etc.…)
Fill out Maturity Assessment Form
Calculate point for initial level
Prepare report
Start to execute roadmap

PLANNED

Planned level: omnichannel customer communication. Automated workflows, comprehensive reporting. Implementation with next4biz roadmap is done and next4biz is in production.

ACTIONS

Take a snapshot of current situation (2 weeks after implementation of next4biz roadmap & going live)
List problem resolutions
List requirement solutions
Fill out Maturity Assessment Form
Calculate point for planned level
Define critical KPIs for measurement; start to measure (already defined in Maturity Assessment Form, but some will be more critical than others depending on the customer case)
Prepare report
Execute action plan for the next 3 months
Get feedback, revise action plan; dynamic action planning & execution

MEASURED

ACTIONS

Take a snapshot of current situation ( 3 months on live, enough data is collected for measurement & analysis.)
Fill Maturity Assesment Form
Calculate point for measured level
Workshop: Take measurement results, discuss optimization actions with the customer
Define optimization actions
Prepare Report
Execute Action Plan for next 3 months.
Get Feedback, revise Action Plan. Dynamic Action Planning & Execution.

OPTIMIZED

Measured level: critical KPIs are measured; optimization actions are defined.

ACTIONS

Take a snapshot of current situation (3 months live; enough data has been collected for measurement & analysis)
Fill out Maturity Assessment Form
Calculate point for measured level
Workshop: take measurement results, discuss optimization actions with the customer
Prepare report

Gürkan Platin

Gürkan Platin, a graduate of Hacettepe University Management and Organization, worked as a manager in various positions at Mensan, Citibank, Garanti Bank and Credit Registration Bureau, respectively. Platin has been blogging since 1996 and his articles are published in various national and international publications.