NISE Launches Inaugural Customer Satisfaction Index – Results by end of August 2010
Barbadians are to have their say about the level of service offered on the island. According to CEO of the National Initiative for Service Excellence (NISE), Kim Tudor, the launch of the NISE Customer Satisfaction Index (NCSI) 2010 for Barbados will provide a measure of the national level of customer satisfaction with goods and services consumed in both public and private sectors across Barbados. Indeed, this survey, which is adapted from the American Customer Satisfaction Index, will allow Barbados the unique opportunity to benchmark local service performances across international boundaries, with at least 12 other countries including, the UK, USA, Singapore, Hong Kong, and Colombia.
Ms Kim Tudor explained that NISE’s mandate, “is to drive and support initiatives that ultimately improve service levels across Barbados as well as the LIVE EXCELLENCE ideal.” A key strategy to these efforts is research and the development of a robust measure of customer satisfaction, to provide an objective assessment as to where Barbados stands in terms of meeting customer expectations and requirements, and to support the effort to be globally competitive as a service based economy.
The NCSI is a uniform, national, cross industry measure of satisfaction with the quality of good and services available to residential customers of Barbados. It is both a trend measure and a benchmark for organisations to compare themselves with others in their own and other industries, as well as against up-to-date international performances and standards.
The model being used to measure customer satisfaction has been proven to be a valid predictor of corporate performance, growth in GDP and changes in consumer spending. One of the key benefits of this model is that it assesses customer satisfaction from the organisation level, which is aggregated to the industry, sector and then national level. To this end, Ms. Tudor noted that the Ministry of Economic Affairs will include the NCSI as another critical indicator of economic and social development for the nation, “and we are very pleased about that”.
The first phase of the NCSI measurement is about to start, and focuses on the Public sector and the Finance sector (which together represent approximately 36% of national GDP). This will be done via a series of telephone and face to face interviews with people drawn from across Barbados. The NISE CEO underscored the benefit to all Barbadians by reiterating that the information will prove “invaluable to the national service improvement effort”, and asked everyone to cooperate fully. She went on to assure the general public of Barbados that NISE would not be not collecting any personal or financial information, just candid opinions about service experiences here in Barbados.
Results from this phase of the project will be published by the end of August 2010, and Barbadians can personally assess the nation’s service performance and challenge themselves to continuously improve and do better as they interface and serve customers in all spheres of activity. Phase two, research on the Retail/Wholesale and Distribution sectors, will begin in July 2010.
“The launch of NCSI is exciting for us,” stated Ms Tudor. “We know Barbadians like to be heard and still hold strongly to the principles of Pride and Industry and will therefore participate willingly with the knowledge that this survey will help the country to attain and sustain service excellence that will be acknowledged on the world stage.”