My Overall Customer Satisfaction - Operations metric

Determines the operational performance of the logged in Maximo® Real Estate and Facilities user and his or her organizations. The metric delivers maintenance services based on operations evaluations that are submitted by clients.

Details of the metric Description
Name My Services Satisfaction Survey
Category Customer
Analysis objective for exception conditions Determines root cause of negative survey responses that are submitted. Identifies improvement opportunities, misaligned service levels, expectation gaps, and consumer perception. Recognizes excellent customer service.
Description Informs an individual service technician how effective the organization is at satisfying the requests of the facility occupants. It is based on the aggregate scores from the returned survey forms.
Source Customer Focus Group
Measurement Sum of Survey Response Scores / Total Survey Maximum Score
Dependent data that is calculated None
Roles
  • OP Executive
  • OP Service Manager
  • OP Service Technician
Display chart types
  • Value-based: Horizontal Grouped Bar (percent) Chart (Capture Period: Vertical Grouped Bar (percent) Chart)
  • Score-based: Horizontal Stacked Bar Chart (Capture Period: Vertical Stacked Bar Chart)
Thresholds
  • Low Threshold: .58 (58%)
  • High Threshold: .78 (78%)
  • Range 1: Poor/Negative/Red
  • Range 2: Under Performing/Caution/Yellow
  • Range 3: Good/Positive/Green
Fact details Module: triMetricFact

Business Object: triSurveyFact

Metric Queries:

triSurveyFact - Metric - My Services Satisfaction Survey

triSurveyFact - Metric - My Services Satisfaction Survey (Score)
Drill paths
  • Geography
  • Location
  • Responsible Organization
  • Request Class
  • Question Category
  • Capture Period
Interactive filters
  • Geography
  • Location
  • Responsible Organization
  • Request Class
  • Question Category
Static filters None
Time Months
Data point refresh rate Monthly
License dependency
  • IBM® Maximo Real Estate and Facilities Operations
  • Request Central
Functional dependency
  • Task Management
  • Service Management
  • Request Management