This year’s Customer Satisfaction Index (CSI) Survey aims to collect your every feedback to improve and serve you better. This survey is available from 1 to 31 December 2023. We would like to hear your honest opinions, so rest assured that your personal responses and information will be kept confidential.
In 2021, HRD Corp set forth a bold vision to deliver a distinctive customer experience through every interaction. This led to the development of the Customer Transformation Framework, executed in two key phases: the Digital Customer Experience Journey and the Matured Customer Experience Organisation.
These initiatives were designed to adapt to evolving customer expectations and ensure an exceptional experience across all touchpoints of our service delivery.
A major milestone in this transformation was the introduction of customer journey mapping, empowering our frontline teams to deliver proactive and tailored solutions. At the same time, we equipped customers with enhanced self-service capabilities.
Our Support Centre platform, launched in January 2022, has seen tremendous engagement, with 1,715,295 views, benefitted registered employers, training providers and individual trainers, and 90% accuracy in popular keyword searches as of December 2024.
Meanwhile, our Live Chat service has maintained an impressive 99% service availability since it launched, handling 145,512 conversations efficiently through our dedicated support officers.
These innovations empower our customers to become their own support superheroes by enabling them to access the right information at the right time.
To continue enhancing our services, HRD Corp conducts the Customer Satisfaction Index (CSI) Survey annually, targeting registered employers and training providers. The 2024 CSI Survey will run from 2 to 31 January 2025 and is designed to evaluate satisfaction levels and gather actionable feedback to drive improvements.
The CSI Survey is segmented as follows:
Registered Employers
Section 1
Customer Touch Points: Experience with HRD Corp
Section 2
Satisfaction Level on Training Grant, Claim & Disbursement
Section 3
Awareness of HRD Corp Product & Services
Section 4
Perception Towards HRD Corp
Training Providers
Section 1
Customer Touch Points: Experience with HRD Corp
Section 2
Satisfaction Level on Training Grant, Claim, Training Provider’s Registration, Renewal, Course Registration & Disbursement
Section 3
Awareness of HRD Corp Product & Services
Section 4
Perception Towards HRD Corp
Your participation is invaluable in helping us enhance our services and strengthen our relationship with you.
Thank you for being a valued part of our journey!
