Customer satisfaction surveys are sent post event via email to the event contact.  There are (14) questions and an additional comment section for the client to complete.  Clients that utilize the Public Events facilities at the Fort Worth Convention Center are asked to rate their overall experience at the facility, ease of conducting business, cleanliness and climate control of the facility, their interaction with the Sales team, Operations' staff and with third party service providers.  Tracking this measure provides a great snapshot of how the department is doing in following the department's primary mission statement and goal - To Provide an Outstanding Customer Experience.  It also ensures the department is operating responsibly and effectively.

The customer service survey is done through SurveyMonkey and is kept on their website www.SurveyMonkey.com.  The department has the ability to access the survey to customize the reports, as needed. Once downloaded from the website, it is kept in in the Director of Sales' folder (charlesmayer/downloads/surveys).  An end of quarter report is sent to the departments two performance liasions to be entered into the department's Performance Measures spreadsheet and ClearPoint Data spreadsheet.  The ClearPoint data excel spreadsheet is kept on the ClearPoint data (\\opendata) (U:) and hard copies of the reports are put in a Fiscal year binder and saved to the Sr. Admin. Assistant's Documents Library Statistics folder and included in the department's Management Plan document.

Total number of responses/number of Satisfied or Better (3+) and Excellent or Outstanding (4+) responses