By Cristen Baumann, District Manager

On Nov 1, the Metro North district* invited internal customers to rate their level of satisfaction with the service they received. We received 205 responses. The survey asked a series of questions related to our SOAR service standards (see below) and overall satisfaction rating.

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

Over 94 percent of survey respondents said that the 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 eight recommendations. And (2) “Is there any particular person you would like to recognize?” We received 124 employee recognition comments.

Feedback from the first question was related to customer service and answering the phone in a timely fashion. The majority of respondents did not have recommendations for the 11 branches within the Metro North district.

As for the second question, the recognition comments we received are absolutely fantastic. All branches received positive recognitions. The majority of positive feedback centered on being helpful and friendly, teamwork, and excellent greeting and problem resolution. The 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 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.