laporan kajian kepuasan pelanggan (csi) perkhidmatan … · laporan kajian kepuasan pelanggan (csi)...

Laporan Kajian

Kepuasan Pelanggan

(CSI)

Perkhidmatan

1Gov*Net

2016

CSI Information

The Overview

The CSI for 1Gov*Net Project has been

carried out annually as stipulated in theclause 8.9.1 of the LTC 1Gov*Net Contract.

“Annually during the

Concession Period, the

Company shall submit to

the Government a

customer survey report in

respect of the Main Services

substantially in the form as

specified in Schedule XV

conducted by a third party

appointed by the

Company with the prior

written approval of the

Government.”

Customer Satisfaction Index (CSI) survey is to measure the performancebased on customers experience that could lead to opportunities to improve

the business and maintain the service excellence.

The CSI Survey for 1Gov*Net Project was

implemented since 2013 and conducted

by research consultant, Taylor Nelson

Sofres Research Malaysia (TNS).

2017

2016

2015

2014

2013

CSI Milestone

Background of the study

Product: 1Gov*Net

Sample size : 550

Achievement: 339

Product: 1Gov*Net & PCN

Sample size : 550

1Gov*Net :440; PCN : 110

Achievement: 555

1Gov*Net :458; PCN : 97

Product: 1Gov*Net

Sample size : 445

Achievement: 228

Product: 1Gov*Net

Sample size : 550

Achievement: 358

Product: 1Gov*Net &PCN

Target sample size : 550

Fieldwork date :Sept-Dec 2017

TRI*M Index

One number score that measures the level of customer retention

TRI*M Typology

Analysis of different types of customer relationships

Satisfactions towards Touch Points

4 Globally-standardized TRI*M Questions

Touchpoints Index

Identify which touch points are key to customers based on Touchpoints index and Leverage Points

Diagnostic Elements

Questions Analysis

Grid Analysis

Identification and prioritisation of performance improvement actions

Eg. Account Management

A01. Knowledge in own products/services.

A02. Inform you about products/services.

A03.

A04. Understand your business requirement.

A05. Response in time to Inquiries (e.g. email, telephone).

A06. Reachability / ease of contacting.

Provide availability, utilization and helpdesk report online and on demand.

Research MethodologyTRI*M –3Ms...Measuring, Monitoring and Managing

CSI 2016

CSI 2016 Fieldwork Study Overview

Target respondents : 550

Achievement : 555

1Gov*Net : 458

PCN : 97

Fieldwork

Start : Oct 2016

End : Jan 2017

Segment :

1Gov*Net : MAMPU, HQ, End User

PCN : MAMPU , HQ

Data Collection Method :

Face to face

Online

2016 Touch Points: 1Gov*Net PCN

Segments : MAMPU HQ End User MAMPU HQ

1) Account Management

2) PMO 1Gov*Net

3) MAMPU Project team

4) Service Delivery & Installation

5) Service Restoration

6) Helpdesk

7) Customer Report

8) Product

Respondents

Breakdown by Ministry/Agencies

4 Critical Agencies

Top 10 Ministries / Agencies1) Jabatan Perdana Menteri2) Kementerian Kesihatan3) Kementerian Kewangan4) Kementerian Dalam Negeri5) Kementerian Sumber Asli &Alam Sekitar (NRE)6) Kementerian Kemajuan Luar Bandar & Wilayah7) Kementerian Perumahan & Kerajaan Tempatan

8) Kementerian Pembangunan Wanita, Keluarga & Masyarakat

9) Jabatan Penerangan10) Kementerian Pertanian Industri Asas Tani

Jabatan Imigresen N = 6

Jabatan Pendaftaran N = 6

Jabatan Kastam N = 7

Jabatan Pengangkutan Jalan N = 2

N100542926241919

1817

13

Total number of sites :

*10, 732

Total number of Ministries :

*24

Total number of

Agencies :

*201

*Data as at database collection stage on Sept 2016

TRI*M IndexCSI 2016 Overall Performance

1Gov*Net overall performance shows improvement and

exceeded the target set for 2016. Overall performance of

1Gov*Net shows a huge improvement attributed by all segment.

79 80 80 7688

Main Wave 2012 Main Wave 2013 Main Wave 2014 Main Wave 2015 Main Wave 2016

1Gov*Net

TRI*M Index

Critical

situation

Vulnerable

position

Shopper

category

Retained

customers

Highly

Retained

customers

High Customer Retention

Low Customer Retention

76 79 80 84 89


End User

81 85 8171

88


HQ

72 7864

81


MAMPU

89

Main Wave 2016

PCN↑17pts

(24%)↑17pts

(27%)

↑5pts

(6%)

↑12pts

(16%)

Baseline

• Within the TRI*M Typology

MercenariesMedium to high satisfaction,

low loyalty

Just looking for better deals,

and highly likely to switch if

presented with a more

attractive offer. What will

engender loyalty?

ApostlesCustomers essential to your

long term success. High

satisfaction and loyalty.

Positive word-of-mouth.

How to retain them in a

profitable way?

CriticsDissatisfied and not loyal

Negative word-of-mouth

HostagesMedium to low satisfaction,

but high in loyalty

Often tied to company by

contract, technology or other

barriers

High loyaltyLow loyalty

Hig

h s

atisf

ac

tio

nLo

w s

atisf

ac

tio

n

Mercenaries Apostles

Critics Hostages

Hig

h s

atisf

ac

tio

nLo

w s

atisf

ac

tio

n

High loyaltyLow loyalty

Customer satisfaction should translate into loyalty

Loyalty

• - Repurchase / continue using

• - Competitive advantage

Satisfaction

- Overall performance

- Recommendation

For Explanatory Purpose

Description of Customer Attitude Types

TRI*M TypologyCSI 2016 Overall Quality of Relationship

Apostles Mercenaries Hostages Critics

↑53pts ↑24pts ↑11pts

1Gov*Net overall Quality of Relationship seen as Healthier at Overall level.

Relationship of 1Gov*Net increases in share of Apostles and decrease in share of Critics.

↑22pts

Touch Points Index

Maintain Promote

Primary ImprovementSecondary Improvement

Importance in driving TRI*M (Leverage)Perf

orm

ance (

TRI*

M I

ndex)

Highest Importance (10)Lowest Importance (0)

60

120

0

Avg (5.0)

PMO 1Gov*Net & Product are the key focus areas for improvement.

Avg:

92.50

2015 Touchpoint:• Service Delivery &

Installation• Customer Report

2015 Touchpoint:• PMO 1Gov*Net

2015 Touchpoint:• Account Management• MAMPU Project Team

2015 Touchpoint:• Service

Restoration• Help Desk• Product

1Gov*Net Overall Touch Points Performance

Touch Points Index

Helpdesk and Product are the key focus areas for improvement.

PCN Touch Points Performance

1Gov*Net Touch PointsCSI 2016 Touch Points Performance

Primary ImprovementSecondary

ImprovementMaintain Promote

PMO 1Gov*Net Product

Customer Report MAMPU Project Team

Account Management

Service delivery &

Installation

Service restoration Helpdesk

MAMPU Project Team

PMO 1Gov*Net

Account Management

Service

delivery &

Installation

Service

Restoration HelpdeskCustomer

Report Product

3 5 3 5 7 6 4 7Leverage

93(75)

87*(69)

95(78)

93(84)

96(89)

95(87)

90(84)

91(83)

1Gov*Net

(Main Wave 2015)

1Gov*Net touch point performance

PCN Touch PointsCSI 2016 Touch Points Performance

Primary ImprovementSecondary

ImprovementMaintain Promote

Helpdesk Product

Customer Report PMO PCN

Account Management

MAMPU Project Team

Service Restoration Service Delivery &

Installation

MAMPU Project Team

PMO 1Gov*Net

Account Management

Service

delivery &

Installation

Service

Restoration HelpdeskCustomer

Report Product

PCN touch point performance

3 4 2 7 6 6 3 7Leverage

103 91* 107* 96 98 93 85 88

PCN

DiagnosticOverall 1Gov*Net TRI*M Grid Analysis

Primary Improvement - PMO 1Gov*Net

Priority

ActionAttribute MAMPU

Low B02 Pro-activeness in organizing and conducting engagement program. Weakness

Low B10 Posses analytic skills. Weakness

High level

weaknessMedium level

weakness

Low level

weakness

Note: Please refer to appendix for detailed key area

MAMPU are performing well in PMO 1Gov*Net, however it could be further improved by being more pro-active in organizing and conducting engagement program.

Hygienics Motivators

Potentials?/Savers?Hidden Opportunities

Hig

hLow

HighLow

Sta

ted im

port

ance

Impact on customer retention

B01

B02B03

B04B05

B06

B07

B08

B09

B10

MAMPU

DiagnosticOverall 1Gov*Net TRI*M Grid Analysis

Primary Improvement - Product

Priority Action

Attribute End User HQ MAMPU

HighH04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).

Weakness Weakness Strength

Medium H02 Reliability and stability of the service. Weakness Weakness Neutral

MediumH03 Security of network service at the Managed Internet Gateway (MIG) and alert notification.

Weakness Weakness Weakness

Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF). Weakness Weakness Strength

Medium H01 Access to 1Gov * Net for all agencies Weakness Weakness Neutral

Medium H05 Security online services network in the 'Managed Internet Gateway (MIG)' Weakness Weakness Neutral

Medium H06 Provide a variety of the latest technology to meet customer needs Weakness Weakness Neutral

Medium H07 Easy to get service related information Weakness Weakness Neutral

Medium H08 Offer traffic monitoring and visibility for network Weakness Weakness Neutral

Product performance is more critical for End User & HQ segment, and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).

High level


weakness

Low level

weakness




Hig

hLow

HighLow

Sta

ted im

port

ance


H01

H02H03

H04H05

H06

H07H08

H09


Potentials?/Savers? Hidden Opportunities

Hig

hLow

HighLow

Sta

ted im

port

ance


H01

H02 H03

H04

H05

H06

H07

H08

H09



Hig

hLow

HighLow

Sta

ted im

port

ance


H01H02

H03

H04H05

H06

H07

H08

H09

HQHQ

MAMPUEnd User

Diagnostic PCNOverall PCN TRI*M Grid Analysis

Primary Improvement - Helpdesk

Priority Action

Attribute HQ MAMPU

Medium F01 Quick to answer calls and emails. Weakness Weakness

Medium F04 Provide assistance and information on action to be taken on first level problem verification. Weakness Weakness

Low F02 Competent, giving accurate information and possess relevant product knowledge. Weakness Neutral

LowF08 Helpdesk PCN 03 88924001 is easily contactable after office hour or via email [email protected].

Weakness Strength

High level


weakness

Low level

weakness


Helpdesk should focus on being more prompt in answering calls and responding to emails, besides providing assistance & information on action to be taken on first level problem verification.



Hig

hLow

HighLow

Sta

ted im

port

ance


F01

F02

F03

F04

F05

F06F07

F08



Hig

hLow

HighLow

Sta

ted im

port

ance


F01

F02

F03

F04F05

F06F07

F08

Strength Weakness

HQ MAMPU

Diagnostic PCNOverall PCN TRI*M Grid Analysis

Primary Improvement - Product

Priority Action

Attribute HQ MAMPU

Medium H05 Ease of getting service related information. Weakness Weakness

Medium H06 Provides updates and various type of technology to meet customers’ requirements. Weakness Weakness

Medium H07 Offer network traffic monitoring and visibility. Weakness Weakness

Medium H01 Access to 1Gov * Net for all agencies Neutral Strength

Medium H02 Reliability and stability of the service Weakness Weakness

Medium H03 Security of network service at the Managed Internet Gateway (MIG) and alert notification Weakness Weakness

Medium H04 Offers possibility of upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD) Weakness Strength

Medium H08 Offer traffic monitoring and visibility for network Neutral Strength

Medium H09 Convenient change request through 1Gov Online Service Fulfillment (OSF) Weakness Weakness

PCN product for HQ and End User are performing poorly in terms of easiness of getting

service related information, updating on various type of technology and offer network

traffic monitoring and visibility.

HQ

High level


weakness

Low level

weakness


MAMPUHygienics Motivators


Hig

hLo

wHighLow

Sta

ted

im

po

rta

nc

e


H01

H02

H03

H04

H05

H06

H07H08

Strength Weakness



Hig

hLo

w

HighLow

Sta

ted

im

po

rta

nc

e


H01

H02

H03

H04

H05

H06

H07

H08

1Gov*Net index score registered improvement from 76 points in 2015 to 88 points in 2016 . Theimprovement in performance is mainly due to higher increment seen in HQ and MAMPU performance score.

The quality of relationship is strengthen in 2016 especially amongst MAMPU which recorded higherproportion of Apostles as compared to 2015.

PCN HQ & MAMPU recorded equal share of Apostle, but MAMPU performed better in terms of TRI*MIndex.

All touch points experienced improvement in performance in 2016 over 2015 for 1Gov*Net.

The increment is mostly from End User and HQ segments.

Compared to other segment, Product performance is more critical for 1Gov*Net End User & HQ segment,and customers are expecting upgrade/downgrade/relocation of service and Bandwidth On Demand (BOD).

Key focus areas for improvement for 1Gov*Net :

PMO 1Gov*Net, Product and Customer Report.

Key focus areas for improvement for PCN :

Helpdesk, product, customer report, PMO PCN.

18

Overall Summary

Overall Performance

Touch point Performance

laporan kajian kepuasan pelanggan (csi) perkhidmatan … · laporan kajian kepuasan pelanggan (csi)...

Documents