Options for Refocusing SIM Towards a Measure Based Only on Consumer Satisfaction and Perception
The objectives for this research project were to: analyse the strengths and weaknesses of the current Service Incentive Mechanism (SIM); identify, evaluate and compare other qualitative and quantitative options; and recommend a preferred option and consider the regulatory and company impacts of introduction/adoption.
The project team recommended one option as the most viable for refocusing the SIM for the next regulatory cycle (2015-2020). It is an evolutionary approach which simplifies the current SIM metrics to focus on industry standard overall satisfaction measures of Service Quality, Customer Effect Score, Customer Experience and the Net Promoter Score for the qualiltative component. A single quantitative metric of the total number of complaints from all contact channels is also proposed.
|UKWIR Reference :- 12/CU/01/6||Published Date :- 29/11/2012|
|Retail Price (£) :- 16||ISBN :- 1 84057 655 3|
Supporting Material and Reports
| Options for Refocusing SIM Towards a Measure Based Only on Consumer Satisfaction and Perception CD|