{
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    "type" : "single",
    "title" : "After the Survey: Turning Customer Feedback into Action |Digital.gov",
    "description": "After the Survey: Turning Customer Feedback into Action",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/22/after-the-survey-turning-customer-feedback-into-action/index.json","item" : [
    {"title" :"After the Survey: Turning Customer Feedback into Action","summary" : "Doing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency.","date" : "2015-12-22T10:00:42-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "information-collection" : "Information collection",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-12-22-after-the-survey-turning-customer-feedback-into-action.md",
      
      "filepath" :"news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-22-after-the-survey-turning-customer-feedback-into-action.md","slug" : "after-the-survey-turning-customer-feedback-into-action","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/22/after-the-survey-turning-customer-feedback-into-action/","content" :"\u003cp\u003eDoing business with any U.S. government agency can be a daunting task. For example, in the case of customers new to EXIM Bank, there are application forms to complete, rules to understand, processes to navigate and conditions that have to be met in order to work with our agency. What our staff considers an “everyday” transaction can be overwhelming for a new customer!\u003c/p\u003e\n\u003cp\u003eBut EXIM has a big goal, as outlined in \u003ca href=\"http://www.exim.gov/sites/default/files/newsreleases/Ex-Im-Strategic-Plan-9-10-13-FINAL-A-1.pdf\"\u003eExIm Bank Strategic Plan 2010-2015\u003c/a\u003e, to improve the ease of doing business for customers. And, we are serious about hearing from our customers on what “ease of doing business” looks like, through \u003cstrong\u003etheir\u003c/strong\u003e eyes.\u003c/p\u003e\n\u003ch2 id=\"cultivating-the-customer-view\"\u003eCultivating the Customer View\u003c/h2\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/600-x-400-Goal-Action-Result-and-feedback-Raywoo-iStock-Thinkstock-154248357.jpg\"\n    alt=\"Arrows loop Goal, Action, Result and Feedback as a process on a chalkboard\"/\u003e\u003cp\u003eaywoo/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eEarlier this year, in a repeat of survey activities from last year, we worked with a third-party contractor to survey 2,255 U.S. exporters who use EXIM’s \u003ca href=\"http://www.exim.gov/what-we-do/export-credit-insurance\"\u003eexport credit insurance\u003c/a\u003e—an insurance policy that, among other things, protects the U.S. exporter against nonpayment by an international buyer. This was our largest survey pool yet from a high volume customer segment at our agency. \u003ca href=\"http://exim.gov/sites/default/files/newsreleases/2015%20Export%20Credit%20Insurance%20Customer%20Survey%20Dec%207%202015.pdf\"\u003eSee the summary report\u003c/a\u003e. The response rates were terrific. We were elated to see that:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eMore customers said EXIM helped them to expand exports, had a positive impact on employment and helped them to realize more export opportunities.\u003c/li\u003e\n\u003cli\u003eCustomer effort scores improved—which means we’re making progress on our goal to improve the ease of doing business.\u003c/li\u003e\n\u003cli\u003eOverall customer satisfaction scores improved.\u003c/li\u003e\n\u003cli\u003eMore customers this year said they would recommend us to another exporter.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"the-scores-are-in-now-what\"\u003eThe Scores Are In: Now What?\u003c/h2\u003e\n\u003cp\u003eYou may be wondering how EXIM \u003cstrong\u003eactually used\u003c/strong\u003e customer feedback to improve. Customer feedback helped to validate, and sometimes redirect, our efforts to improve our systems, communication practices and business processes. For example, over the past few years, customer feedback helped to shape key initiatives such as:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eA new customer contact center.\u003c/li\u003e\n\u003cli\u003eDeveloping standard internal and external communication procedures for significant changes to Bank programs.\u003c/li\u003e\n\u003cli\u003eInnovative, improvisational-style customer service skills training for staff.\u003c/li\u003e\n\u003cli\u003eImproving the features of EXIM Online, our customer service platform.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eWe hope our customers, intermediaries and stakeholders will continue sharing with us their ideas on how EXIM can improve the ease of doing business. To the hundreds of U.S. small business exporters who took our survey, we thank you for your time. We are committed to listening, and will continue working on ways to improve your experiences as customers of EXIM Bank.\u003c/p\u003e\n\u003cp\u003eFollow EXIM Bank on Twitter: \u003ca href=\"http://@eximbankUS\"\u003e@eximbankUS\u003c/a\u003e.\u003c/p\u003e\n"}
  ]
}