Pieter Ceelen
Project Office Manager
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



  • SBS Management Comitee
  • CRM / BRM
  • GBUs Directors
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