Customer Satisfaction - Facilities metric
Determines the satisfaction of facility occupants with services and workplace solutions to indicate opportunities for improvement, improvement trends, or poor performance trends.
Details of the metric | Description |
---|---|
Name | Customer Satisfaction |
Category | Customer |
Analysis objective | Determines root cause of negative survey responses submitted and identify improvement opportunities. Also can identify misaligned service levels, expectation gaps, and consumer perceptions, and recognize and reward excellent customer service. |
Description | Informs management how effective the organization is at satisfying the requests of the facility occupants. The metric is based on the aggregated scores from the returned evaluation forms. |
Source | Customer Focus Group |
Measurement | Sum of Survey Response Scores / Total Survey Maximum Score |
Roles |
|
Display chart types |
|
Thresholds |
|
Fact details | Module: triMetricFact Business Object: triSurveyFact Metric Queries: triSurveyFact - Metric - Customer Satisfaction (%) Metric – Facilities, triSurveyFact - Metric - Customer Satisfaction (%) Metric – Facilities (Score) |
Drill paths |
|
Interactive filters |
For US Federal Government:
|
Static filters |
|
Time | Months |
Data point refresh rate | Monthly |