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Experience is the service
Avanti Academy / Homes and residents / Resident and Customer Experience / Bitesize
Bitesize

Experience is the service

Customer experience measures and failure demand.

Level
Bitesize
Learning time
1 hour 45 minutes
Where
Resident and Customer Experience
Price
£39

When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms

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About this course

Overview and Outcomes.

Overview

For the person using a public service, the experience is the service. This module sets out three strands people weigh together, outcome, effort and respect, then draws on Jan Carlzon's moments of truth, John Alford's four public service roles and Albert Hirschman's exit, voice and loyalty. It also examines the words we use for the people we serve and why warm words cannot fix a broken process. Leaders need reliable ways of knowing how people experience their services, and what you measure signals what you value. This module explains the Tenant Satisfaction Measures in England and the twelve standard questions in Wales, shows how survey method can move a score, and revisits Reichheld's Net Promoter Score and Keiningham's critique. It closes with LGA resident polling, the UK Customer Satisfaction Index and an insight matrix. This module asks what makes public services hard to deal with and what leaders can do about it. Drawing on John Seddon's systems thinking, it separates value demand from failure demand, uses the National Audit Office's report on HMRC customer service, and applies Dixon, Freeman and Toman's research on reducing customer effort. It offers Avanti's five step process redesign, questions that expose waste and five practical moves to start.

What you'll develop

In this Bitesize, you will develop the ability to:

  1. Explain why experience is part of the service itself and assess a service against the strands of outcome, ease and effort, and respect.
  2. Distinguish Alford's four roles of customer, citizen, obligatee and co-producer, and compare what the words customer, citizen, resident, tenant and person bring and hide.
  3. Explain how the Tenant Satisfaction Measures and the Welsh tenant satisfaction questions work, including how they combine perception and management information.
  4. Identify the five factors that can change a satisfaction score and use them to compare results with appropriate caution.
  5. Distinguish value demand from failure demand and explain why studying the reasons for contact reveals where a system fails.
What it covers

The Modules.

1 hour 45 minutes of learning.

  1. 01Foundations: Experience Is the ServiceFor the person using a public service, the experience is the service. This module sets out three strands people weigh together, outcome, effort and respect, then draws on Jan Carlzon's moments of truth, John Alford's four public service roles and Albert Hirschman's exit, voice and loyalty. It also examines the words we use for the people we serve and why warm words cannot fix a broken process.35 min
  2. 02Knowing How People Experience You: Measures and VoiceLeaders need reliable ways of knowing how people experience their services, and what you measure signals what you value. This module explains the Tenant Satisfaction Measures in England and the twelve standard questions in Wales, shows how survey method can move a score, and revisits Reichheld's Net Promoter Score and Keiningham's critique. It closes with LGA resident polling, the UK Customer Satisfaction Index and an insight matrix.35 min
  3. 03Failure Demand and Getting It Right First TimeThis module asks what makes public services hard to deal with and what leaders can do about it. Drawing on John Seddon's systems thinking, it separates value demand from failure demand, uses the National Audit Office's report on HMRC customer service, and applies Dixon, Freeman and Toman's research on reducing customer effort. It offers Avanti's five step process redesign, questions that expose waste and five practical moves to start.36 min
Where it fits

Keep going.

Part of the Resident and Customer Experience topic, also sold whole as Through the resident's eyes.

How credit works

Go deeper, and pay only the difference

  1. You are hereBitesize, 1 hour 45 minutes, £39
  2. Next stepFocus, Designing around people, 3 hours, £69. Already own the Bitesize? You pay £30.
  3. The whole topicExplore, Through the resident's eyes, 5 hours 30 minutes, £129. Already own the Bitesize? You pay £90.

When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Prices per person. Read the full terms

Also part of: Leading homes and communities, Through the resident's eyes

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