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Overview

The BOCSi™ Customer Satisfaction Index was developed by Emang Professional Services (EPS) specifically for Botswana. The BOCSi™ methodology is derived from internationally established customer satisfaction models adapted for the local market.

EPS is the market leader in the measurement of Customer and Stakeholder Satisfaction in Botswana. We have successfully completed Customer and Stakeholder Satisfaction Surveys for some of the country’s largest corporations. Customer Satisfaction is a key issue for every company wishing to increase customer loyalty and in turn boost business performance. All companies and organisations, regardless of sector or size, will benefit from a periodic evaluation of their customer service standards. BOCSi™ is the ideal tool to ascertain your customer satisfaction performance, and EPS is your partner.

Why do you need a Customer Satisfaction Index?

Customer satisfaction surveys measure how well the expectations of customers concerning your company’s product and service offering have been met. The continued success of your business depends on your ability to identify impediments to service provision and to rectify these in a measured, targeted and effective manner. The BOCSi™ Customer Satisfaction Survey is the objective, scientific tool to achieve this.

The BOCSi™ Methodology

Unlike many CSI approaches, the BOCSi™ survey methodology not only provides the numerical computation of a CSI score, but also contextualises the statistical findings through extensive qualitative data collection and analysis. In order to compute a holistic Customer and Stakeholder Satisfaction Index (CSSI), relevant quantitative data must be obtained from both external and internal stakeholders. Principal Component Analysis (PCA) of the variables provides groups of constructs from which the satisfaction indices are derived. A Satisfaction Index is then be computed for each identified subpopulation and a statistically weighted composite CSSI obtained. 

Qualitative data, obtained from open-ended questions, key stakeholder interviews and focus groups, provide contextualisation of the findings and helps identify the triggers and barriers to customer satisfaction thereby assisting you to ensure that your products and services meet or exceed customer expectations

The BOCSi™ Customer Satisfaction Index uses multiple data collection tools as input to a multi-equation econometric cause-and-effect model developed from international best practice. The model identifies indices for drivers of satisfaction (customer expectations, perceived quality, perceived value, communication and image, customer satisfaction, and customer loyalty, including customer retention and price tolerance).

The customer satisfaction index is computed from multivariable components measured by group constructs each consisting of several survey questions that are weighted within the model. The questions assess customer evaluations of the determinants of each group construct. The index is then computed from these group construct values.

Customer Satisfaction Index

The BOCSi™ score is calculated as a weighted average of up to seven groups of variables (group constructs) that measure various components of satisfaction with products or services. The different variable groups are weighted within the model to obtain a definitive, replicable index score. These group constructs include:

  • Customer Expectation
  • Value
  • Service Quality
  • Customer Satisfaction
  • Quality and Frequency of Communication
  • Image
  • Employee Satisfaction (Perceived Commitment and Loyalty)

Factors that often affect satisfaction are:

  • Perceived product and service quality
  • Perceived value for money
  • Frequency and quality of communication
  • Time considerations
    1. Product availability at point of purchase
    2. Availability of staff to assist during the procuring process
    3. Time taken to resolve queries
    4. Delivery/rollout time
  • In-store/visitor experience
  • Service personnel attitude and behaviour
  • Accessibility issues such as
    1. Location
    2. Operating hours
    3. Parking Availability, etc.

Importance-Performance Analysis

In order for evidence-based recommendations that focus on the study findings to be made, an Importance-Performance analysis needs to be conducted. This type of analysis is informative to the client in that it provides a matrix of factors according to their relative importance in influencing particular response variables while simultaneously revealing their performance levels in explaining satisfaction.

EPS is the market leader in the measurement of Customer and Stakeholder Satisfaction in Botswana. We have successfully completed Customer and Stakeholder Satisfaction Surveys for some of the country’s largest corporations. Customer Satisfaction is a key issue for every company wishing to increase customer loyalty and in turn boost business performance. All companies and organisations, regardless of sector or size, will benefit from a periodic evaluation of their customer service standards. BOCSi™ is the ideal tool to ascertain your customer satisfaction performance, and EPS is your partner.

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