VIBRANT PRESENTATION

CSAT Initiative

Enhancing Customer Satisfaction Through Data Analysis and Future Strategies

Agenda

Here is what we will be covering today!

• Highlight Reel
• Future Outlook &Conclusion

• Mission Statement
• Introduction
• The Impacts

"At OpenTable, our unwavering mission is to set the standard for unparalleled customer service in the industry by leveraging innovative solutions and fostering a culture of excellence. We are dedicated to cultivating a loyal customer community that eagerly spreads the word about their extraordinary dining experiences with us."

Mission Statement

Introduction

What and Why?

The purpose of the CSAT initiative is to analyze customer survey scores based on specific behaviors, track process-related issues, and implement strategies to enhance customer satisfaction, improve operational processes, and recognize and motivate customer service representatives.

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What does this look like?

This is a data sheet in which all CSATs, 8 and below, are inputted into and inspected.

The Facts

Behaviors

Notes

What was the process? What was the issue?

What were the behaviors that were displayed.

Data of the case

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Why is This Important for Us?

Analyzing customer behaviors and process efficiency is crucial for enhancing the customer experience, improving internal processes like OTC, and fostering collaboration to drive customer satisfaction initiatives effectively.

• Enhancing Customer Experience: Identifying specific behaviors impacting customer satisfaction enables us to tailor training and support to improve overall experience. (such as this training module)
• Process Improvement: Addressing process-related issues such as one time courtesy and login procedures ensures smoother interactions and better service delivery.
• Collaboration and Support: By working closely with engineering and other teams, we can implement changes to enhance customer interactions and serve as valuable partners in driving customer satisfaction initiatives. (Switched to messaging feature instead of chat, we have increased the length of time in which email surveys sent out based on feedback sent out, this is now 1 hour delay)

"Set the standard for unparalleled customer service in the industry by leveraging innovative solutions and fostering a culture of excellence."

Impact Analysis

How Does This Data Impact You? The Business? The Customers?

Before CSAT Initiative

• Limited focus on customer behaviors
• Inconsistent approach to issue resolution
• Lack of process optimization

After CSAT Initiative

• Analyzing specific behaviors for insights
• Improved coaching and training programs
• Implementation of process enhancements

The Impacts

CSR Impact

Customer Impact

Helps CSRs develop skills for improved interactions and operational efficiency. awards recognition and development.

Identifying behavior gaps enhances customer interactions, satisfaction, and loyalty.

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Peer Impact

Business Impact

Collaboration fosters continuous improvement.

Fixing process gaps boosts reputation and business success.

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Highlight Reel

Let's take a look at some of our most recent CSATs

Super CSAT Team

Cirene Salazar Cirene was patient, worked with me and when we figured out the issue, (confusion on my part as to how it was settled initially), she was kind and offered me extra points due to the inconvenience. Great customer experience. Wonderful agent.

Alan Jimenez Alan J was very helpful and addressed my issue efficiently.

Carlos Roberto Castro Guzman Carlos was wonderful! He understood the issue I had had with points that were not awarded properly and helped me super fast - excelllent customer service! Keep it up!!.

Antonio Rueda Antonio gave me information on the status of one completed reservation and he credited my account was a reservation that the restaurant mistakenly classified as Cancelled when we had in fact dined there.

Super CSAT Team

Armando Serna Leyva Armando was of great help, and I'm grateful to OpenTable for being so good to me for the last almost 20 years! With so many other reservation platforms, I'm glad I can count on OpenTable for taking care of its clients with great customer service. .

Eloisa Rubalcava Eloisa was pleasant and very patient. She eased my mind . She checked to make sure my reservation was made, and we were in sync with date and time.

Arigo Adrián Mondragón It was a complicated and frustrating problem. The agent was able to discover the problem (a typo in my email!) and helped to problem solve from there.

Felipe Zaldivar After getting off with the Chat Bot my representative Felipe was so helpful & able to resolve my messy issue correctly & quickly. Thanks!

Super CSAT Team

Helaman Estrada Paz Helaman E. helped me resolve a problem to my satisfaction. Very courteous interaction

Fernando Valencia Fernando addressed the issue immediately and was able to offer the solution I wanted without me having to ask for it. He was also patient with my follow up questions.

Ivan Rios I noticed that a lot of my points expired and contacted customer service online. Ivan joined and was quite helpful in resolving my issue. Thank you Ivan

Guillermo Candiani Guillermo was able to help me with the missing points for my dinner tonight.

Super CSAT Team

Jane Pol The representative (Jane P) was very helpful, cordial, and engaging. Thank you.

José González Jose G listened to what I was saying and did an excellent job of responding promptly. Very professional, helpful, and friendly. Jose G is definitely a keeper. Jose rocked!

Juno Cadena Juno is a pro and wonderful to work with. She is patient and has a very pleasant manner. .

Antonio Jiménez Antonio addressed my needs in a timely manner and solved my problem with an excellent outcome

Super CSAT Team

Mariana Ramírez Catalán Mariana understood my issue right away and resolved it. She is one of the best chat agents I’ve ever dealt with online. Please commend and thank her from me.

Mauricio Elorza Mauricio , who assisted me, was fantastic ! He addressed my issue quickly and to my satisfaction.

Mike Gaytan Santiago Mike listened/read.. and acknowledged what I was saying. Seemed genuine that there would be action to correct

Pao Cortes Pao was AMAZING!! took care of my issue quite smoothly with no extra hassle and in a very timely fashion

Super CSAT Team

Rosita Valera Rosita assessed my situation and identified the best way to resolve my inquiry in an efficient and seamless way. I am extremely pleased with her service, knowledge and expertise. Everything was done in a timely manner as well.

Sain Martinez Such GREAT support. Sain was wonderful. Friendly, explained processes well, and rectified my issues. Really pleased with the professionalism, service quality and outcome. 10 stars!

Sergio Ramirez Sergio was able to help with my request quickly, I appreciate it.

Victor Bravo Victor, was great solved my problem in just a few minutes. Thanks Victor and thanks Open Table

Super CSAT Team

Jose Espiritu Joe E. looked into my request and came up with a very acceptable result.

Victor Salazar Victor S. was extremely understanding, professional and helpful. He is an asset to your company

Future Outlook and Conclusion

What to Expect Moving Forward

Continued Skill Development

Further training to enhance behaviors like empathy, communication, and problem-solving.

Process Improvements

Expect enhancements in operational processes, such as one-time courtesy and login procedures, for smoother interactions.

Recognition and Motivation

Continued participation in the recognition program to celebrate achievements and drive ongoing improvement initiatives.

Mission Statement

"At OpenTable, our unwavering mission is to set the standard for unparalleled customer service in the industry by leveraging innovative solutions and fostering a culture of excellence. We are dedicated to cultivating a loyal customer community that eagerly spreads the word about their extraordinary dining experiences with us."

Thanks for your attention!

CSR Impact

Skill Development: Analyzing specific behaviors helps CSRs enhance their skills in areas like empathy, communication, and problem-solving. Recognition Program: Tracking and rewarding improvements in behaviors through a recognition program motivates CSRs to excel in customer interactions.Also promotes development within their role.

Peer Impact

Collaboration: Sharing insights and best practices with peers fosters a collaborative environment focused on continuous improvement. Supportive Culture: Recognizing and rewarding CSR achievements through the recognition program promotes a supportive and motivating work culture.

Business Impact

Increased Satisfaction: Improved customer experiences drive higher satisfaction levels, leading to customer retention and loyalty. Operational Efficiency: Addressing process inefficiencies (gaps in processes) enhances operational performance and contributes to overall business success.

Customer Impact

Enhanced Experience: Identifying and addressing behavior gaps leads to improved customer interactions, satisfaction, and loyalty. Efficient Processes: Resolving process-related issues like OTC and login procedures ensures smoother transactions and better service delivery for customers.