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Process Owner

Benot Soulie
Head of WW Process Performance

D&PS Expert

Miriam Luttrin

General Description

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 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

As for 24th Oct, SalesForce ticketing tool is fully replaced by Freshdesk.
With the change, affected indicators are not update anymore until further notice




Target Users

  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors

Authorization & Rights

All the accesses must be validated by the
SBS General Manager
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 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

  
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

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

Scope

  • Current year
  • Y-1

Not able to find the solution? Contact SBS Support.

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