Quality Monitoring Program Results in 5% Point Reduction in Customer Complaints in One Quarter

A large federal agency was dissatisfied with their customer experience and asked Northridge to conduct an assessment to capture business process and agent-based opportunities for improving customer service.
The customer service model prior to Northridge stepping in was template-based and failed to provide either an empathetic tone or a knowledgeable response. Not only were customers dissatisfied with their experiences, but they were also left confused by the answers provided to them.
The client asked The Northridge Group to provide quality monitoring and actionable recommendations to increase customer satisfaction.

Northridge’s assessment identified Customer Service improvement opportunities on 3 tiers:

Basic questions and transfers
More advanced inquiries about specific plans
Business process measures (frequency of repeat calls, dial transfers, etc.), rather than direct measures of agent performance

Northridge’s recommendation to move from a template-based response to a more personalized response resulted in a 2 point increase in the Customer Satisfaction Index (from 83 to 85) in just one quarter.
All component scores increased, with scores ranging from 83-94.
Customer Care received the highest component score (94), the highest level reached during the past seven quarters.
Customer complaints decreased five percentage points in just one quarter, from 10% in Q2 to 5% in Q3.

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