Customer Satisfaction Surveys Part 2: Weekly and Monthly Reporting
Leigh Wilkinson, OIT Project Management Office
Last month we wrote an article detailing how reports of customer dissatisfied ratings are reviewed are managed by OIT leaders. This article will show how summary reports are produced on a weekly and monthly basis showing the full spectrum of customer ratings.
We currently receive about 50% of all surveys sent out.
Each week, OIT managers receive automated emails with reports containing all customer satisfaction surveys with the full ratings and comments for that week. These reports allow OIT managers to review tickets in detail and to put the number of each rating (of dissatisfied, satisfied, and very satisfied) in perspective. Here is an excerpt from a recent example:
OIT Customer Surveys: Weekly Survey Results -Past 7 Days (05:00 AM, 08/15/2010)
This report contains data from 495 surveys
Counts of each rating are placed in tables:
Details for each ticket are included:
Monthly reports of Customer Satisfaction
Each month the Technical Business Consultants (TBCs), the OIT managers who management OIT relationships with agencies, receive a monthly review of customer surveys in a spreadsheet format. This format allows them to sort the surveys by agency.
TBCs can then easily work through their assigned agency surveys and determine the level of customer satisfaction. This can be a helpful report to review when the TBC receives comments regarding the frequency of issues or concerns regarding customer satisfaction in a specific agency. They can view any surveys returned and identify any trends for customer satisfaction.
Other OIT leaders, such as the customer support center and production teams, can sort the reports by assignees, by agency, or by other criteria to easily identify trends in performance. For example, a possible trend might regard printers – the managers can sort by printer issues and look for common items or comments regarding customer satisfaction in resolving this problem type. This information helps OIT shape workflow and work rules to do a better job servicing customers and achieving better performance.
With slightly over 50% of all surveys being returned, these reports do a fine job reflecting customer satisfaction. While it may be unrealistic, OIT would appreciate 100% response to customer surveys to assure that all customers have reflected their view on service delivery. The next time you receive an email requesting that you fill out a customer survey, please click on the link and take a few minutes to fill out the survey. Be as specific as possible with your comments, especially if you feel less than satisfied with either the timeliness, effectiveness or courtesy of your service. OIT reviews dissatisfied comments daily and all comments weekly. Monthly reports are viewed to see if there are agency level trends. Often people use comments to praise OIT employees and these positive comments are usually shared with the individuals. This is a great motivator to provide even better levels of service.
Your comments count! Please fill out the surveys and be assured that an OIT manager is reviewing your ratings and comments.