Operations Center Customer Service Initiative
Operations Center Customer Service Initiative
Operations Center Customer Service Initiative
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Results<br />
• Highly Satisfied customers<br />
8.6%<br />
• Very Highly Satisfied<br />
customers 6.8%<br />
60%<br />
50%<br />
40%<br />
30%<br />
197<br />
—<br />
390<br />
2<br />
145<br />
—<br />
376<br />
2<br />
127<br />
—<br />
390<br />
2<br />
154<br />
—<br />
376<br />
2<br />
2002<br />
2003<br />
2<br />
• Very Low and Low<br />
customers 3.1%<br />
20%<br />
10%<br />
2<br />
29<br />
—<br />
390 16<br />
—<br />
376<br />
2<br />
37<br />
—<br />
390<br />
2<br />
61<br />
—<br />
376<br />
• Satisfied customers 11.3%<br />
0%<br />
Very Low &<br />
Low<br />
Satisfaction<br />
Satisfied<br />
High<br />
Satisfaction<br />
Very High<br />
Satisfaction<br />
14% 1 of respondents moved from low and satisfied<br />
states to being either high or very highly satisfied<br />
1 Numeric variation is due to “not applicable” survey responses<br />
2 Numerator = Category responses (i.e. satisfied, highly satisfied, etc.) / Denominator = Total survey question responses<br />
4
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