Improving Customer Service Performance Template

Improving Customer Service Performance in Priority Matrix

Enhance customer service in the gambling and entertainment industry for a better customer experience.

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Proposed Tasks

Critical & Immediate

• Audit Current Customer Service Practices due in 1 week
  ☐ Review current customer service protocols ☐ Identify strengths and weaknesses ☐ Document findings
• Develop Customer Satisfaction Survey due in 2 weeks
  ☐ Create survey questions ☐ Decide on survey distribution method ☐ Test survey
• Analyze Survey Results due in 1 month
  ☐ Analyze responses ☐ Identify trends ☐ Report findings
• Identify Areas for Improvement due in 5 weeks
  ☐ Review analysis of survey results ☐ Identify key areas for improvement ☐ Document areas for improvement

Critical & Not Immediate

• Deploy Customer Satisfaction Survey due in 3 weeks
  ☐ Distribute survey to customers ☐ Monitor response rates ☐ Collect and store responses securely
• Develop Improvement Plan due in 6 weeks
  ☐ Create plan to address identified areas for improvement ☐ Include timelines and responsibilities ☐ Review and finalize plan
• Implement Improvement Plan due in 2 months
  ☐ Communicate plan to all relevant parties ☐ Begin implementing changes ☐ Monitor progress

Not Critical & Immediate

• Monitor Final Changes due in 13 months
  ☐ Regularly monitor changes for effectiveness ☐ Collect feedback on final changes ☐ Adjust plan as necessary
• Re-administer Customer Satisfaction Survey due in 14 months
  ☐ Distribute survey to customers ☐ Monitor response rates ☐ Collect and store responses securely
• Monitor Changes due in 3 months
  ☐ Regularly monitor changes for effectiveness ☐ Collect feedback on changes ☐ Adjust plan as necessary
• Re-administer Customer Satisfaction Survey due in 4 months
  ☐ Distribute survey to customers ☐ Monitor response rates ☐ Collect and store responses securely
• Monitor Revised Changes due in 8 months
  ☐ Regularly monitor changes for effectiveness ☐ Collect feedback on changes ☐ Adjust plan as necessary
• Re-administer Customer Satisfaction Survey due in 9 months
  ☐ Distribute survey to customers ☐ Monitor response rates ☐ Collect and store responses securely

Not Critical & Not Immediate

• Analyze Final Survey Results due in 15 months
  ☐ Analyze responses ☐ Identify trends ☐ Compare to previous survey results ☐ Finalize improvement process
• Analyze Second Survey Results due in 5 months
  ☐ Analyze responses ☐ Identify trends ☐ Compare to previous survey results
• Revise Improvement Plan due in 6 months
  ☐ Review analysis of second survey results ☐ Identify any new areas for improvement ☐ Revise improvement plan as necessary
• Implement Revised Plan due in 7 months
  ☐ Communicate revised plan to all relevant parties ☐ Begin implementing changes ☐ Monitor progress
• Analyze Third Survey Results due in 10 months
  ☐ Analyze responses ☐ Identify trends ☐ Compare to previous survey results
• Finalize Improvement Plan due in 11 months
  ☐ Review analysis of third survey results ☐ Identify any new areas for improvement ☐ Finalize improvement plan
• Implement Final Plan due in 1 year
  ☐ Communicate final plan to all relevant parties ☐ Begin implementing final changes ☐ Monitor progress