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Info
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titleProcess Owner
Benot Soulie
Dominique Clerbois
Head of WW
Process Performance
Customer Relations
Info
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titleD&PS Expert
Miriam Luttrin

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 represents the average scoring given by both GBUs and Functions   to each Process 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 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.
    Complaints and incidents received from GBUs & Functions on SBS quality of services rendered. The objective of these indicators is help SBS organisation to continue improving to provide better services to its stakeholders.
    There are two sessions :
    • Created :
    Global trend of the creation and the closure of complaints by month. Pending complaints by month are also available
      • Number of complaints received by each Process on the selected period
      • Number of complaints received by each Sub Process on the selected period
      • Number of complaints received from each GBU & Function on the selected period
         
    Global trend by average time taken to closed the tickets by either SBS IS or SBS DPS
    • Pending
    Pending complaints and incidents that are still open or in progress for the selected period.
      • Number of pending complaints on the selected period
      • Number of pending complaints split by status on the selected period
      • Number of pending complaints according to it's aged pending on the selected period
      • Detail of pending complaints on the selected period : source, case number, aging, opening date....
    As for 24th Oct, SalesForce ticketing tool is fully replaced by Freshdesk.
    With the change, affected indicators are not update anymore until further notice
    Info
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    titleTarget Users
    • SBS Management Comitee
    • CRM / BRM
    • GBUs Directors
    Info
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    titleAuthorization & Rights
    All the accesses must be validated by the
    SBS General Manager
    Access form
    Calculation

    Sources

    		 
    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 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 score
      • Process score
      • GBU/Functions score
      • Overall score

    Image Removed

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

    Created Complaints

    		Pending Complaints
    Core query
    		  
    QV query
    Manual extractions from: 
    • Salesforce - Complaints entered for Service Centers and IS for 2015
    • e-Room - Historical figures IS complaints for Rhodia Legacy (2014)
    • VIP Complaints & incidents follow-up file - Google file "SBS VIP Complaints" - Complaints received from GBUs, Functions and General Management
    Manual extractions from: 
    • Salesforce - Complaints entered for Service Centers and IS for 2015
    • e-Room - Historical figures IS complaints for Rhodia Legacy (2014)
    • VIP Complaints & incidents follow-up file - Google file "SBS VIP Complaints" - Complaints received from GBUs, Functions and General Management
    Refresh frequency
    Monthly (1rst day for M-1 data)
    Monthly (1rst day for M-1 data)

    Sources

    Average Score

    		Net Promoter
    Core query
    SBS Quarterly Survey
    SBS Quarterly Survey
    QV query
    google file - "SBS Customer Satisfaction Dashboard"
    google file - "SBS Customer Satisfaction Dashboard"
    Refresh frequency
    Quarterly
    Quarterly

    Specific Dimensions

    • Region
    • GBU & Function
    • Process
    • Site

    Scope

    • Current year
    • Y-1