At the beginning of September, the North Region invited our internal customers to rate their satisfaction with the level of service they received from the North Region branches. We received 271 total responses. The survey asked a series of questions relating to our SOAR service standards (see below) and overall satisfaction rating.

Survey respondents could select a response of “always,” “usually,” “seldom,” or “never,” based on their experiences working with the North Region over the past two months. Branches were rated separately, and those ratings were compiled into a summary for the entire region, shown in the chart below:

According to the survey results, the North Region “always” followed our SOAR service standards — Smiling, Offering personalized solutions, Actively listening, and Responding promptly — more than 89 percent of the time. In addition to asking internal customers to rate the SOAR service standards, the survey also asked respondents if there was anything we could do better and if they wanted to recognize a particular employee. We received some very valuable feedback, and I will use these comments to work specifically with those branches that have an opportunity to improve in certain areas. We also received more than 100 responses to recognize individual employees’ performance. These comments will also be shared with the branches and the employees who were recognized.

I would like to thank all of you who completed the survey. I am confident that with your feedback, we can continue to build a great foundation of SOARing together in years to come!