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Process Owner

Pieter Ceelen
Project Office Manager

D&PS Expert

Miriam Luttrin

General Description

Satisfaction evaluation on the A,B,C projects closed.
Upon closure of a project, stakeholders who participated in the project will receive an eSurvey for A, B C projects. If the Project Manager conducts a successful

 

  • Number of Project Surveyed Number of projects closed for which the Project Manager conducted a successful stakeholder satisfaction survey.**If a project with a customer satisfaction score is -1% or -0,5%, they refer to an "irrelevant" project (meaning that the project had been stopped or frozen, etc.). These are not calculated in "projects surveyed"
  • % Project Surveys: # projects surveyed / # project A, B, or C
  • Average score for the projects for which a survey was conducted
Base on the End_date in Accolade



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 
Number of Projects Surveyed
Number of projects closed (A,B,C) for which the Project Manager conducted a successful stakeholder satisfaction survey.**If a project with a customer satisfaction score is -1% or -0,5%, they refer to an "irrelevant" project (meaning that the project had been stopped or frozen, etc.). These are not calculated in "projects surveyed"
% Projects Surveyed
 
  
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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