By Cristen Baumann, District Manager
On October 1, the Metro North district* invited our internal customers to rate the level of service satisfaction they received from our employees. We received 252 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 95 percent of survey respondents said the region always followed the SOAR service standards. This is 1 percent higher than in 2015.
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 eight recommendations.
- “Is there any particular person you would like to recognize?” We received 96 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 were very good. 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. The areas to focus on are around being knowledgeable and effective listening.
Feedback from the survey will be shared with branches in celebration and also to decipher 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.