By Cristen Baumann, District Manager

On November 13, the Metro North district* invited our internal customers to rate the level of service satisfaction they received from our employees. We received 257 responses. The survey asked a series of questions related to our SOAR service standards (see below) and overall satisfaction rating.

Based on their service experiences with Metro North employees over the previous two months, respondents could select a response of “always,” “usually,” “seldom,” or “never.” Each branch was rated separately; what we are providing here is a wrap-up of the entire region. Those service standards and results were included:

Over 96.5 percent of survey respondents said the region always followed the SOAR service standards. This is 1½ percent higher than in 2016.

In addition to asking internal customers to rate the SOAR service standards, the survey asked for responses to two more items for each branch:

“Please let us know if there is anything we can do to better meet your needs.” We received three recommendations, all related to phone skills and effective listening. Follow-up will take place.

“Is there any particular person you would like to recognize?” We received 60 employee recognition comments. The recognition comments we received were stellar. All branches received positive recognitions. The majority of positive feedback centered on being helpful and friendly, exercising teamwork, and excellent greeting and problem resolution skills. The results show a great deal of care for internal customers.

Feedback from the survey will be shared with branches in celebration and also to determine next steps, if any. The recognitions are much appreciated. To all who did so, thank you very much for completing the Metro North SOAR survey!

*Metro North district branches are: Bayshore, Brookfield Capitol, East, Fox Point, Grafton, Mequon, Milwaukee Capitol, Pewaukee, Shorewood, Silver Spring, and Sussex. MLK Drive was part of the Metro South survey earlier in 2017.