Dominique Clerbois
Head of WW Customer Relations


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.




  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors


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