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Info
iconfalse
titleProcess KPI Owner
Dominique Clerbois
Head of WW Customer Relations
Ana Cacao


Info
iconfalse
titleD&PS ExpertSBS Decision & Piloting Solution Team
WW Solutions:
  • Marie-Line Ardito
  • Donia Rachdi
Regional Animator:
  • Stephane Bourgeaud-Lignot/Emma Glasson (EMEA)
  • Karina Tsuji (LATAM & NAM)
  • Lilian Cheong (APAC)
TBC



General Description

Rating collected from Business Relationship Manager (BRM) and Customer Relationship Manager (CRM) for SBS services rendered. Survey is sent to all GBUs and functions each quarter to collect feedbacks. Collection of rating is done and updated quarterly.
The rating is as follow :
0 - Not applicable 
1 - Not Satisfactory 
2 - Need Improvement
3 - Satisfactory 
4 - Very Good
5 - Outstanding
  • Average score and Number of Answers by GBU & Function represents the average scoring and the number of answers received from GBU & from Function depending on the selected quarter
  • Average score by
Process
  • Service Line represents the average scoring given by both GBUs and
Functions  
  • Functions to each
Process
  • Service Line for the selected quarter
  • Score by Service represents the total scoring of each service given by all GBUs and all Functions
    • SBS Summary is the total average score received from GBUs and Functions for all the SBS Services by quarter
    • Details of the Average score for each
    Process,
    • Service Line by quarter with an indication of the trend of the current quarter vs the previous quarter. The details of the score given by the GBUs and the Functions each quarter is also available
    • Net Promoter score shows the repartition in number and in % of Promoters, Passives and Detractors of SBS Services depending on the selected period.



    Info
    iconfalse
    titleTarget Users
    • SBS Management Comitee
    • CRM / BRM
    • GBUs Directors


    Info
    iconfalse
    titleAuthorization & Rights
    All the accesses must be validated by the
    SBS General Manager
    Request for accesses
    Access form



    Calculation 
    Average Score
    Each GBU and Function represents the same weighted value of 1 out of the total number of GBUs and Functions. Equally each Service within a
    Process
    Service Line represents a weighted value of 1 out of all the services within the given process.
    From the Raw Data :
    1. calculation of the average that each GBU/Function gave to each Service
    2. from those averages we calculate directly :
      • Services Line score
      • Process score
      • GBU/Functions score
      • Overall score

      
    Net Promoters
    It corresponds to the numbers of each score
    receveid
    received from GBUs and Function split by the following scale :
    • 4 or 5 => Promoter
    • 3 => Passive
    • 1 or 2 => Detractor


    Sources

    Average Score

    		Net Promoter
    Core query
    SBS Quarterly Survey
    SBS Quarterly Survey
    QV
    QS query
    google file - "SBS Customer Satisfaction Dashboard"
    Google Data Studio report from "Survey responds"
    		google file - "SBS Customer Satisfaction Dashboard
    Google Data Studio report from "Survey responds
    "
    Refresh frequency
    Quarterly
    Quarterly


    Specific Dimensions

    • Region
    • GBU & Function
    • Service Line


    Scope

    • Current year
    • Y-1