Clearly Identify Program Goals

Identifying goals should include development of the scope of the program as well as, calculating the expected return on investment and resources required for administration of the program and resolution of customer issues. Additionally:

• Program goals should be as clear and complete as possible,  Examples would be:
  • Reduce customer complaints by a specific percentage.
  • Increase our repeat customer base to a specific percentage of our total base.
  • Reduce comebacks by a specific percentage during the next six months.
  • Reduce billing disputes by a specific percentage.
• Specifying a return on investment should force your company to make a realistic assessment of the total cost of the project versus the payback,  No one will disagree that it is good to know what customers think of their service experience with your company, but without a targeted return on the investment, the program will lose support over time. Defining scope is a critical first step and must be consistent with the goals and available resources. A CSI program does not necessarily have to be large, expensive or permanent to be effective. It may be a six-month project to learn more about a particular problem. It may be localized to identify what one branch is doing better or worse than other branches. Conversely it can be the permanent and primary basis for new product development, new branch locations, bonus payments and employee promotion. In all cases, it is critical to establish up front any goals, methodology, budget, follow-up procedures, and, most importantly, how the information collected will be used.