Services Customer Satisfaction - Operations metric

Determines operational performance of operations service providers in delivering maintenance services based on operations evaluations that are submitted by clients.

Details of the metric Description
Name Services Customer Satisfaction - Operations
Category Customer
Analysis objective for exception conditions Identifies root cause of negative survey responses that are submitted, improvement opportunities, misaligned service levels, expectation gaps, and consumer perceptions. Recognizes and rewards excellent customer service, which is often the most important service measurement. In scorecards, it is the key customer metric.
Description Informs management how effective the organization is at satisfying the requests of the facility occupants. It is based on the aggregated 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 N/A
Roles
  • EN Workplace Executive
  • OP Executive
  • OP Service Manager
  • OP Facility Assessment Manager/Planner
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 - Services Satisfaction Survey, triSurveyFact - Metric - 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