A State Agency Improves Customer Satisfaction

The Problem

No matter the industry, excellent customer service is an imperative for any successful business. When customer satisfaction ratings at a regulatory agency started dipping into the low double digits, the organization's leaders knew they had to simplify and standardize. Service ratings were low and the existing survey tool used to measure overall satisfaction was not used consistently which resulted in unreliable data and low customer participation.  

Icons_Services_customer-shoppingbag

The Approach

Propeller's unbiased approach and framework led to a simpler, more efficient process to get customer feedback. The first step was to understand what was currently being used to get customer insights. The second step was to measure employee and customer engagement. The final step was to ensure that any positive changes to the customer experience would be sustainable in the organizational culture. 

Services Provided

  • CHANGE MANAGEMENT
  • STAKEHOLDER ENGAGEMENT
  • CUSTOMER SERVICE OPERATIONS
  • VENDOR & SOLUTION EVALUATION

Value Delivered

A simpler and more engaging method of doing work leads to greater productivity.  As a result of our engagement efforts, customer service satisfaction went from 18% to 82% and monthly customer participation increased significantly.  

From 18% to 82%

Customer Satisfaction Improvement

From hundreds to thousands

Monthly Customer Participation