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Only your customers can judge your quality, and they vote with their feet.
If you market, sell or support Software as a Service (SaaS) then your e-service quality is the most important single factor affecting customer satisfaction, loyalty, retention and purchase decisions -- your financial performance.
To be successful today you need to deliver a better overall e-service experience than your competition. But if you are obsessed with page loads or trying to manage quality from inside the data center you are missing the true picture of your Customer Quality of Experience (CQoE) -- the most important real-world measure of success. To get and keep more customers, focus on overal e-service quality. Use BSM-NOW to learn what real customers think about your service experience. Please see the short 2-minute video that explains everything.
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The BSM-NOW platform analyzes service delivery from a human vs. a technical point of view, pinpoints service quality faults, and shows your how to fix them. The BSM-NOW Platform is an on-demand Web 2.0 application used by SaaS providers to offer better Quality of Experience than their competition. Automated, easy-to-use and powerful Customer Quality of Experience (QoE) diagnostics assure your service delivery meets customer quality and value expectations. Learn more about why you need BSM-NOW. Samples |
When to Use BSM-NOW Quality Assessment
Use BSM-NOW quality assessments whenever you need to know if your services are delivering the expected value to customers:
- Customer churn and turnover too high?
- Not meeting sales and marketing projections?
- Lots of trial accounts but few conversions?
- Support cost and complaints higher than you expect?
Measures the five (5) dimensions of service quality -- the top causes of customer defection:
- Reliability -- delivers the required functionality
- Responsiveness -- reacts quickly and positively
- Assurance -- instills a sense of confidence and competence
- Empathy -- reflects an understanding of customer needs
- Tangibles -- aids usage through its physical aspects
Captures three (3) aspects of service value -- #1 reasons prospects don't purchase:
- Confidentiality -- unauthorized disclosure of service data and artifacts to unintended or unauthorized parties
- Integrity -- unauthorized or unexpected modification of service data and artifacts
- Availability -- the service not being able to perform its agreed function when required
Why to Use BSM-NOW Quality Assessment
Find and fix customer experience quality problems that are undetectable with other solutions
- BSM-NOW "outside-in" assessment approach finds problems missed by traditional technical operational tools
- Provides the only true picture of service performance from a customer perspective
Most accurate and real-world service quality assessments possible
- You can't measure service quality using operational metrics of any sort, true quality assessments only come from customers
Improve your bottom-line
- Attract and retain more customers
- Increase service financial performance
- Build customer loyalty and trust
Measure quality your way
- On-demand flexibility, ease of use and scalability
- Leverage BSM-NOW on-demand resources and best practices for agile, responsive and timely assessments
- Self-service and managed-service deployment options
Key Quality Assessment Features and Capabilities
On-demand model:
- Assess delivery when you need too, as often or as frequently as you need
- Pay only for what you need and use
Very high reliability:
- NOT a simple "survey" you could write yourself
- Statistically proven results, based on in-depth scientific research
- Repeatable, consistant and psychometrically sound
- Comprehensive automated analysis and diagnosis of results
Detailed, easy-to-understand analysis and reporting:
- Track quality levels and performance at eight levels
- Generate standard reports and charts as well as have access to raw data
- Drill down into specific quality problem areas anywhere in service or Service Lifecycle
Screen Shots
Quality Dashboard (Shown Below)
Figure 1 (above) shows the quality dashboard of the BSM-NOW control panel where you can quickly see how services are perceived by your customers -- based on their real feedback. The colors represent quality as perceived by your customers. Red means not meeting requirements, green means satisfaction, and yellow means either potential advantage or "over doing" it (and perhaps opportunities to save money.) More about this topic.
Signs & Symptoms (Shown Below)
In this example, figure 2 (above) shows an analysis of customer feedback on the Service Desk. A symptom is a signal of something that is not right with service delivery. Symptoms are felt or noticed by the customer of the service, but may not be easily noticed by the provider. A sign is also a signal that something is not right with service delivery, but signs are may be noticed by the provider. Note how Signs & Symptoms pulls together multiple data sources in its analysis -- importance, value, and quality. Also note how it clearly identifies what is most important, and also how it describes quality very precisely. More about this topic.
Click to see the full quality report.
Diagnosis (Shown Below)
Continuing with the above example of a Service Desk analysis, figure 3 (above) shows a diagnosis of its utility (what it does) and its utility (how it does it) -- based on customer perception. Diagnosis is determining the nature of a quality failure considering the signs and symptoms, background, and findings of a diagnostic analysis such as that performed by BSM-NOW. Note the recommendation to start a Reliability gap analysis based on Signs & Symptoms. See how it is very specific -- "perform a gap analysis of the Integrity of the Reliability dimension". See the Prescription to see results of BSM-NOW gap analysis carried out against the provider staff. More about this topic.
Portfolio Management (Shown Below)
Figure 4 (above) shows a BVaR™ (Business Value at Risk) report from BSM-NOW. BVaR combines IT quality, service value, and organizational capability into a single easy to understand graph. Use this graph for real portfolio management and to improve decision making for resource allocations. Business managers can use this to visually direct IT investment decisions and see business/IT alignment. It shows customer perception of service value (Y-axis), provider delivery (X-axis), and quality (size of point where smaller is higher quality.) Green indicates that the service is meeting customer requirements, red indicates that it is not, and yellow indicates that it exceeds requirements. In general a red point means you may need to take action to improve, and a yellow point can mean that there are opportunities to reduce costs or reallocate resources. Use to quickly understand your service portfolio. More about this topic.
Service Level Management (Shown Below)
Figure 5 (above) shows an example report from BSM-NOW. You can create SLAs that are actionable, visual and easily understandable -- automatically. An SLA within the BSM-NOW Platform refers to the customer stated perceptions for each of the five dimensions of quality (Reliability, Responsiveness, Insurance, Empathy and Tangibles.) For each of these five dimensions you can enter a desired agreed value -- the SLA. This report shows how well the provider met its promises -- based on customer perception of provider delivery. More about this topic.
Expectations and Perceptions (Shown Below)
Figure 6 (above) shows an example of the Zone of Tolerance. The ZOT (Zone of Tolerance) is a window bounded by maximum and minimum required service performance -- as defined by your customers. Stay in this Zone for service satisfaction, quality and value. BSM-NOW discovers and documents the ZOT by assessing your customers. Establishing the ZOT helps you understand the range of acceptable delivery. Examining the ZOT for each of the major dimensions of an service (reliability, responsiveness, assurance, empathy and tangibles) further shows what customers need and expect in a service. With the ZOT established you can also place your current service delivery as well -- if delivery falls within the ZOT, you are meeting customer expectations (and not preventing desired outcomes); if performance is above the ZOT, you are probably wasting money by "over doing things"; if performance is below the ZOT, the service is preventing the attainment of desired customer outcomes. More about this topic.
Importance/Requirements (Shown Below)
Figure 7 (above) shows at a glance what customers think important -- and what you need to ensure you deliver [see Figure 6 (above)]. In this example customers are saying that Reliability, Responsiveness, and Assurance, (in that order) are what the Service Desk needs to ensure. The highest value is the dimension where you really need to make sure that your delivery is spot on. Use this information to shift your resources to ensure that the most important dimensions receive appropriate funding, staffing and investments. Use with service valuation domains for prescriptive diagnosis and targeted improvement. Share with customers if you like to align with business, increase transparency, and improve project justifications. More about this topic.
Valuation (Shown Below)
Figure 8 (above) shows you what your consumers find most important with regard to application and service value. The concept is that all assets -- including services -- have a value to the organization and this value can be measured in terms of the impact that could result if the confidentiality, integrity or availability of the assets were compromised. The asset valuation process measures the impacts that could result if the service were disclosed, modified, destroyed or made unavailable in an unauthorized or unexpected manner. The domain (confidentiality, integrity or availability) that scores the highest is that which the consumer finds most valuable about the service. Use this information to focus efforts to ensure that this domain meets consumer expectations. Use with dimensional weighting for prescriptive diagnosis and targeted improvement. More about this topic.
Importance vs. Performance (Shown Below)
Figure 9 (above) shows an overlay of customer perception of your delivery against what customer consider important. Understand quickly the difference between what you deliver and what your customers think you should deliver. Very useful to explain IT projects to business managers; also helpful to show improvement (alignment) over time. More about this topic.