By Cristen Baumann, District Manager

On May 21, the Central Region invited our internal customers to rate their satisfaction with the level of service they received from our branches. We received 367 responses. The survey asked a series of questions related to our SOAR service standards — whether we Smile and create a positive impression; Offer personalized solutions; Actively listen; and Respond promptly and knowledgeably and overall satisfaction rating — and overall satisfaction rating.

In response to the SOAR questions, respondents could select a response of “always,” “usually,” or “seldom or never” based on their service experiences with the Central Region over the previous two months. Each branch was rated separately; what we are providing here are the cumulative results for the entire region. Those service standards and results included:

More than 89 percent of the time, those of you surveyed replied that our region always followed the SOAR service standards. In addition to asking internal customers to rate the SOAR service standards, the survey asked for responses to two more items for each branch: (1) Please let us know if there is anything we can do to better meet your needs. We received 17 recommendations. And (2) Is there any particular person you would like to recognize? We received 201 recommendations for recognition.

The feedback from the first question was related to customer service and solving customers’ problems. The majority of Central Region branches did not have recommendations for us.

As for the second question, the 201 recognition comments we received are absolutely fantastic. All branches received positive recognitions. The majority of positive feedback was about being helpful and friendly, teamwork, and doing an excellent job with greetings and problem resolution. Results show a great deal of care for internal customers. Your feedback was shared with branches, and the recognitions are much appreciated.

Thank you very much for completing a Central Region survey!