NEACC CUSTOMER SATISFACTION SURVEY PROCEDURE

September 18, 2014

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Process Overview

The Integrated Service Request System (ISRS) Discrepancy Break/Fix Service Requests (SRs) are evaluated for customer satisfaction. A query is run in ISRS identifying all Discrepancy Break/Fix SRs in a “Pending Closure” status. The results are converted into a report which is exported into an Excel spreadsheet and loaded into a standard letter/email. One email attempt is made to contact the users for a response. The emailed responses are copied and pasted into the diary of the applicable SRs. If there are no responses, the SRs are closed within 3 to 5 business days.

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Background Process

• Customer Satisfaction tasks are initiated when an SR goes to “Pending Closure” status. An SR moves to Pending Closure status when all tasks are completed in Rally.

• The SR will not move to final “Closed” status until the Customer Satisfaction rating is marked complete and a mandatory* entry is made in the “Resolution” field of the SR.

*Note: When technicians leave the Resolution field blank, it is completed by entering “Issue Resolved” or copying the Line of Business and pasting it into the field.

• The Customer Satisfaction rating is noted on the NEACC tab within ISRS.

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Background Process (cont.)

• Customer Satisfaction radio buttons denote 1 through 5 with 1=Not Satisfied through 5=Very Satisfied. There is also a “No Response” button available for selection.

• If the submitter’s center is NEACC, the request is closed manually and marked with a “5” rating.

• If the submitter is “Help Desk, Alarms”, the request is closed manually and marked with a rating of “5”.

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Customer Satisfaction Follow-up Procedure

If the customer responds with a rating of 1= Poor or 2 = Fair, the Customer Satisfaction coordinator will forward the response to the Line of Business (LOB) Manager*. LOB Managers are responsible for contacting the assigned technician who completed the SR. The technician will then contact the customer.

Note: The contractor should provide an updated LOB Manager listing when organizational changes occur.

If a customer responds with a rating of “5 = Excellent” and includes comments of high praise mentioning the technician’s name, then the response is forwarded to the technician and the technician’s manager.

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Reporting (Yearly/As Requested by NEACC Director)

As of Date Overall Rating(1 – 5)

No. Surveyed

?

Responses Response Rate

Oct 1, 2013 -August 6, 2014

4.93 1156 529 60.46%

Oct 1, 2012 - August 16, 2013

4.90 7078 --- 58.18%

All data provided by EAST