| To monitor the effectiveness and progress of the DDS Customer Solutions Center (CSC) in supporting MediaOcean clients, in September 2005 the CSC rolled out an ongoing client satisfaction survey.
The brief, five-question survey was beta-tested with DDS MediaOcean’s first client, NBC. It requests feedback on the CSC analyst’s listening skills and technical knowledge, follow-up procedures, the amount of time required for ticket resolution, and the caller’s overall satisfaction.
High Client Satisfaction
| The survey confirms that MediaOcean support is right on target.
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Joan Guzzi, IT Manager, NBC
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“We’re experiencing a 10% response rate, which is very good for this type of survey. And the overwhelming majority of responses is extremely positive,” says Dave Godson, DDS’ director of client support. In our latest results, for January 2006, 93% of respondents gave high marks to CSC analysts’ understanding of the problem and technical knowledge, with a 93% overall satisfaction rate. A very high number of respondents (89%) indicated satisfaction with ticket resolution times. “These results align with the excellent feedback we received about the CSC in our recent client survey,” Godson states.
“I knew our users were satisfied with the support provided by the CSC, but we didn’t have a way to measure it. The survey confirms that MediaOcean support is right on target,” says Joan Guzzi, IT Manager at NBC.
Stable Products
The number of orders processed by NBC using the MediaOcean system increased threefold during the fourth quarter of 2005, but CSC ticket volume increased by only 20%. “This statistic demonstrates the stability of the MediaOcean system,” says Godson.
Proactive Service and Technical Support
The survey, which will be extended to all DDS and DDS MediaOcean clients upon completion of the beta-test, is part of a larger initiative to enhance the support the CSC offers.
A recent improvement, already implemented in the CSC, is to offer two ways to reach MediaOcean support. Clients can call MediaOcean support directly at 212-633-5780, or via the NBC in-house helpdesk. “This gives users a better support experience, since they are used to calling our internal helpdesk first. They don’t need to remember two phone numbers, and they are seamlessly escalated to a MediaOcean CSC analyst if necessary,” states Guzzi.
Another enhancement coming soon to the CSC is a new telephone system that will provide superior call center functionality and keep the CSC on the cutting edge. In coordination with account teams, CSC analysts will visit MediaOcean clients, to strengthen the relationships with the client community. And analysts will undergo training on the DDS spot media buying system, which is an integral component in MediaOcean’s buyer-seller workflow. |  |