Overall Customer Satisfaction – Preferred Providers metric

Identifies operational performance of external preferred providers, such as brokers, in delivering real estate project services based on preferred provider evaluations that are submitted by portfolio managers.

Details of the metric	Description
Name	Overall Customer Satisfaction – Preferred Providers
Category	Customer
Analysis objective for exception conditions	Determines root cause of negative survey responses that are submitted.
Description	Informs management of the average scores of preferred provider evaluations.
Source	Customer Focus Group
Measurement	Total Survey Response Score / Total Survey Question Possible Score
Dependent data that is calculated	Preferred Provider Evaluations: Total Survey Response Score Total Survey Question Possible Score
Roles	EN Workplace Executive RE Executive
Display chart types	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 - Overall Customer Satisfaction - Preferred Providers (Score)
Drill paths	Geography Preferred Provider Question Category Capture Period
Interactive filters	Geography Question Category Preferred Provider
Static filters	Survey Type = Real Estate Survey Form Name = Portfolio Manager Evaluation Survey
Time	Months
Data point refresh rate	Monthly
License dependency	Real Estate Facilities
Functional dependency	Space Use Agreements (Real Estate) Space Allocations (Facilities)