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Customer satisfaction enhancement plan. N. Jerry Simonoff Director, IT Investment & Enterprise Solutions CIO-CAO Communications Exchange Meeting December 9, 2008. www.vita.virginia.gov. 1. Four Phases in Program.

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customer satisfaction enhancement plan

Customer satisfaction enhancement plan

N. Jerry Simonoff

Director, IT Investment & Enterprise Solutions

CIO-CAO Communications Exchange Meeting

December 9, 2008

www.vita.virginia.gov

expect the best

1

four phases in program
Four Phases in Program
  • Customer Insight SurveyTo collect and understand customer views regarding VITA’s services (April 2008)
  • Customer Root Cause SessionsTo understand root causes of customer sentiment (August 2008)
  • Customer Action Plan WorkshopTo develop a portfolio of ideas that will enhance customer satisfaction (September 2008)
  • Customer Satisfaction Enhancement ReportTo deliver an actionable plan that will guide VITA’s customer satisfaction efforts in the near, mid and long-term (October 2008)