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Major retirement fund implements multi-point satisfaction program as part of a balanced scorecard
One of the largest and oldest US public retirement funds management implemented a balanced scorecard to provide members, government and the public with monthly performance scores. One key measure involved satisfaction scores from general members, employees, and those who used specific programs such as the call center, retirement counseling, or website. The fund management asked AIRvan Consulting to develop an ongoing survey methodology to incorporate data from all of these components of its system.
AIRvan Consulting customized satisfaction research techniques for each audience of the fund and developed a methodology to provide "one score" monthly, quarterly, and annually to represent customer satisfaction as a key component of the balanced scorecard. Feedback from the program is used to make adjustments in customer contact service and in setting priorities for improvement.