Ceridian Named Finalist in Prestigious Voice of the Customer Award
June 30, 2010
The Award entry highlighted Ceridian's multi-faceted customer listening efforts and the profound impact our customers' perspectives are having on Ceridian's business
Minneapolis, June 30, 2010 - Ceridian Corporation, a leading provider of managed human resource, payroll outsourcing, employee benefits administration, and tax filing solutions, was named a finalist in the second annual Forrester Research Voice of the Customer Awards being held this week at the Forrester Customer Experience Forum in New York. The Forrester Research Voice Of The Customer Awards recognize initiatives that help companies dramatically improve how they collect, interpret, and react to customer feedback.
This year, there were nearly 40 entries to the Forrester Voice Of The Customer Awards. Winners were chosen based on five criteria: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice.
"We have made significant investments to create the best customer listening program possible," commented Michael F. Shea, Ceridian executive vice present and chief operating officer. "Ceridian uses a variety of techniques and measurements to hear our customers, act on what they tell us, and measure the effectiveness of our efforts. The fact that we have one of the highest customer retention rates in the industry is tangible proof our efforts are working." Ceridian's customer retention rates are more than 90 percent, while the industry average is 74 percent.
"The quality of this year's nominees is evidence that Voice Of The Customer programs are advancing rapidly," said Harley Manning, Vice President, Research Director, Forrester Research. "The best VoC programs demonstrate that executive involvement, measurement, and insights that are tied directly to action are critical to customer experience success."
Ceridian's application highlighted the company's use of customer advisory boards, enhanced net promoter scores, executive listening efforts and customer support improvement efforts, all of which have been in effect for at least the last three years.
Beginning in 2007 Ceridian began establishing customer advisory boards (CABs) for each of its businesses. The CABs are comprised of Ceridian customers and are designed to provide Ceridian with key feedback on all aspects of Ceridian services and support. Ceridian's new enterprise reporting tool and its Consultative Engagement Services group were in part both created because of feedback Ceridian received from its CABs.
Ceridian has also been measuring customer satisfaction using net promoter scores (NPS). NPS surveys existing customers about particular aspects of Ceridian's business and asks them to use a 10 point scale to rate their willingness to recommend Ceridian to their business colleagues. While the raw NPS scores are useful, Ceridian augments its scores by cataloging and weighting customer comments received as part of the NPS process. The enhanced NPS scores have provided all of Ceridian's businesses with more targeted, specific directions about how to improve their customers' experiences.
In addition to CABS and NPS, Ceridian created a structured executive listening program to provide another opportunity for customers' perspectives to be heard. Throughout the year, Ceridian's executives visit a variety of customers. These high level meetings are designed to follow-up on NPS scores, interview customers about any issues or concerns they might have about Ceridian products or services, and generally listen to what customers have to say about Ceridian. The feedback obtained from these interviews is analyzed and used to identify appropriate action plans which in some cases are integrated into overall improvement initiatives.
In 2010 Ceridian's customer care organization (CCO) received a Stevie award for Customer Service Department of the Year (Ceridian Wins Stevie Award for Customer Service Department of the Year). CCO won the award because it continues to serve as an example of Ceridian's focus on the customer. More specifically, over the past year CCO's remarkable success has been based on several key factors, including translating customer feedback into service improvements, measuring the ongoing effectiveness of its efforts, and communicating those improvements to its 350 customer care analysts.
Taken as a whole, Ceridian's multi-faceted customer listening efforts continue to have a profound impact on our business and most importantly on the lives of our customers.
About Ceridian
Ceridian is a leading global business services company that provides reality-based KnowHow to take the guesswork out of impacting your organization's bottom line. From human resources and benefits to productivity and payroll services, we help organizations maximize their human, financial and technology resources. As a leader in payroll outsourcing, gift cards and corporate expense management, we're the driving force in payment innovation. Whether we're partnering with you to save money, grow your business, enhance operations or minimize financial risks we provide the insights and solutions that ensure your success. For more information about Ceridian visit www.ceridian.com or call 800-729-7655.
Follow Ceridian_US on Twitter: www.twitter.com/ceridian_us
Watch Ceridian's YouTube channel: www.youtube.com/ceridian
The Award entry highlighted Ceridian's multi-faceted customer listening efforts and the profound impact our customers' perspectives are having on Ceridian's business
Minneapolis, June 30, 2010 - Ceridian Corporation, a leading provider of managed human resource, payroll outsourcing, employee benefits administration, and tax filing solutions, was named a finalist in the second annual Forrester Research Voice of the Customer Awards being held this week at the Forrester Customer Experience Forum in New York. The Forrester Research Voice Of The Customer Awards recognize initiatives that help companies dramatically improve how they collect, interpret, and react to customer feedback.
This year, there were nearly 40 entries to the Forrester Voice Of The Customer Awards. Winners were chosen based on five criteria: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice.
"We have made significant investments to create the best customer listening program possible," commented Michael F. Shea, Ceridian executive vice present and chief operating officer. "Ceridian uses a variety of techniques and measurements to hear our customers, act on what they tell us, and measure the effectiveness of our efforts. The fact that we have one of the highest customer retention rates in the industry is tangible proof our efforts are working." Ceridian's customer retention rates are more than 90 percent, while the industry average is 74 percent.
"The quality of this year's nominees is evidence that Voice Of The Customer programs are advancing rapidly," said Harley Manning, Vice President, Research Director, Forrester Research. "The best VoC programs demonstrate that executive involvement, measurement, and insights that are tied directly to action are critical to customer experience success."
Ceridian's application highlighted the company's use of customer advisory boards, enhanced net promoter scores, executive listening efforts and customer support improvement efforts, all of which have been in effect for at least the last three years.
Beginning in 2007 Ceridian began establishing customer advisory boards (CABs) for each of its businesses. The CABs are comprised of Ceridian customers and are designed to provide Ceridian with key feedback on all aspects of Ceridian services and support. Ceridian's new enterprise reporting tool and its Consultative Engagement Services group were in part both created because of feedback Ceridian received from its CABs.
Ceridian has also been measuring customer satisfaction using net promoter scores (NPS). NPS surveys existing customers about particular aspects of Ceridian's business and asks them to use a 10 point scale to rate their willingness to recommend Ceridian to their business colleagues. While the raw NPS scores are useful, Ceridian augments its scores by cataloging and weighting customer comments received as part of the NPS process. The enhanced NPS scores have provided all of Ceridian's businesses with more targeted, specific directions about how to improve their customers' experiences.
In addition to CABS and NPS, Ceridian created a structured executive listening program to provide another opportunity for customers' perspectives to be heard. Throughout the year, Ceridian's executives visit a variety of customers. These high level meetings are designed to follow-up on NPS scores, interview customers about any issues or concerns they might have about Ceridian products or services, and generally listen to what customers have to say about Ceridian. The feedback obtained from these interviews is analyzed and used to identify appropriate action plans which in some cases are integrated into overall improvement initiatives.
In 2010 Ceridian's customer care organization (CCO) received a Stevie award for Customer Service Department of the Year (Ceridian Wins Stevie Award for Customer Service Department of the Year). CCO won the award because it continues to serve as an example of Ceridian's focus on the customer. More specifically, over the past year CCO's remarkable success has been based on several key factors, including translating customer feedback into service improvements, measuring the ongoing effectiveness of its efforts, and communicating those improvements to its 350 customer care analysts.
Taken as a whole, Ceridian's multi-faceted customer listening efforts continue to have a profound impact on our business and most importantly on the lives of our customers.
About Ceridian
Ceridian is a leading global business services company that provides reality-based KnowHow to take the guesswork out of impacting your organization's bottom line. From human resources and benefits to productivity and payroll services, we help organizations maximize their human, financial and technology resources. As a leader in payroll outsourcing, gift cards and corporate expense management, we're the driving force in payment innovation. Whether we're partnering with you to save money, grow your business, enhance operations or minimize financial risks we provide the insights and solutions that ensure your success. For more information about Ceridian visit www.ceridian.com or call 800-729-7655.
Follow Ceridian_US on Twitter: www.twitter.com/ceridian_us
Watch Ceridian's YouTube channel: www.youtube.com/ceridian
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