Customer Satisfaction with the NLC – CEO’s Corner

by | Mar 16, 2017 | Education, Financial Shock, Service Line Responsibilities, Water Solutions

If you have ever received a piece of mail, or an email, describing the National League of Cities (NLC) Service Line Warranty Program, you have likely read about the exceptionally high customer satisfaction rating we maintain. From a city official’s perspective, that’s important, because you have entrusted us, as administrators of the Program, with your brand. It is our responsibility to exercise proper stewardship over the use of your city’s name to ensure it continues to convey trust to your residents.

That is one of the reasons why we are obsessed with delivering exceptional customer service. Each month, all of our senior managers, including me, meet to make sure we are listening to the voice of the customer, to ensure that our service delivery is well aligned with our customer and brand promise: to build peace of mind within each of our partner communities by freeing customers, your residents, from the worry that comes with needed service line repairs.

But with thousands of calls coming in, we needed to invest in cutting-edge technology to make sure we could hear clearly. So, we implemented a voice analytics software that provides the ability to analyze speech by measuring not just words, but other clues that shed light on the quality of the customer experience. Criteria such as silence, tone and volume are analyzed by the software alongside key words and phrases. This has revolutionized the process of quality assurance, rather than being concerned over the length of the call, we have now created a customer experience scorecard that instead is looking for empathy, tone and professionalism, emphasizing attention to customer needs.

To complement the insight provided by call analytics, we also implemented the automated Customer Survey application. This interactive web-based solution provides real-time feedback that gives our team actionable insight into all areas of the business. This is another way we keep a finger on the pulse of our customer and your resident’s feedback on the program.

One of our core values is to put the customer at the heart of everything we do, and because of that, we have a 98% customer satisfaction rating. But this is about more than numbers or a plaque hanging on the wall, this is something we live and breathe across our business every single day, and is part of our commitment to you, our city partners, and to the NLC.

Tom Rusin

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