Original Date: 07/10/2006
Revision Date: / /
Best Practice : Customer Focus Team/Customer Satisfaction
Tobyhanna Army Depot established a customer focus team to monitor the “Ask Toby” Customer Service Desk, issue Web-based customer satisfaction surveys, and conduct follow-up contact to ensure resolution and satisfaction of all customer queries.
Prior to 2003 multiple organizations within Tobyhanna Army Depot (TYAD) handled customer queries without a centralized monitoring method. There was no standard for issue resolution. Customer satisfaction surveys were intermittent and customer calls were not logged. Customer surveys were done on hard copy, and issues and questions were being sent to the depot operator and not to the correct individuals to answer customer problems.
After substantial investment, TYAD now has a central survey monitoring program that includes a standard operating procedure to establish and direct every incoming survey, record the reported rating, identify legitimate customers, share recognition, and direct low ratings to management through the reporting process. The “Ask Toby” Customer Service Desk is a broad-spectrum servicing unit that provides technical support, hours of operation and points of contact that address parts issues, and answers employment and community support questions. In November 2005 TYAD moved to a Web-based system called “Ask Toby” for direct customer service, allowing customer satisfaction surveys to be completed on-line. TYAD reduced a 3-page survey to 10 questions, allowing customers to become more interactive with TYAD. Customer data is held in the system so that return and follow-up calls can be made. Data changes are currently being made to the system to allow for support information such as the FAQ, and warranty information. Dedicated personnel and a backup team man the system during working hours and are responsible for making metrics relative to response time, for determining the number of “Ask Toby" queries presented, and rolling this data into management reports.
Response data being collected to make trend determinations is available for the out-years of the project. The long- term advantage of the “Ask Toby” Customer Service Desk and customer surveys will be the delivery of clear trend analysis and quality data reports that will improve overall operational response time, product quality, and customer satisfaction. The warranty program will be even more cost-effective to the customer when combined with the “Ask Toby” on-line service.
For more information see the
Point of Contact for this survey.