By Molly Schissler, Vice President — Human Resources

Last month, the internal Customer Promise departmental surveys went out, asking employees to rate the SOAR attributes for the Accounting, Human Resources, and Marketing departments — how often and well the members of those departments Smile and create a positive impression; Offer personalized solutions; Actively listen; and Respond promptly and knowledgeably. We are happy to share the results with you here.

Human Resources

We were very pleased with the overall results of the recent SOAR survey. From the 135 responses, we received valuable insights pertaining to the key areas of HR: benefits, payroll, recruiting, training, and employee relations. The comments section was fun to read, especially the glowing remarks for individual members of our team. While a few “points of friction” were noted, we feel we are well positioned to meet the needs of our internal customers. As always, any employee with a concern is encouraged to contact me right away so we can resolve it as it occurs.

To give you an idea of some of the comments: “Cheryl is a gem.” “Cindy is great to work with.” “Pauline was very prompt and super friendly.” “Jenn is wonderful to work with and really understands what we are looking for and need.” “Milene is a great addition to the HR team….” Thank you for taking time to recognize our team!

Accounting

From Vice President and Controller Nancy Lepic: “The accounting department received responses from 123 employees. Overall, the team scored 97.5 percent in terms of ‘Always’ or ‘Usually’ demonstrating SOAR attributes toward their internal customers. I was very pleased to see so many favorable comments, with every member of the department receiving recognition for providing good service. Thank you to everyone who took time to provide us with this feedback; the comments related to each area help us understand our customers’ needs. Positive comments recognizing specific individuals in the department will be shared with them. Thank you!”

Marketing
From Vice President of Marketing Kevin Wilderman: “Thank you to everyone who participated in our SOAR survey. We received 116 responses to the Marketing section, and I was pleased to read the many comments mentioning how our marketing staff is friendly, helpful, and resourceful. There were a few comments expressing concern about response time and follow-up. Whether working with offices or departments, it is our goal to set reasonable timetables and expectations for each project or event. Being mindful of your feedback, we will continue to work hard to get you quicker initial responses. Again, I’d like thank all who took the time to complete a survey. Your input and comments will allow us to better deliver on the SOAR Customer Promises.”