Customer experience satisfaction surveys are sent post event, via email to the event contact. The client will answer survey questions geared towards their experience with services provided by the Fort Worth Convention Center. Tracking this measure provides a great snapshot of how the department is doing in following the department's primary Mission and Vision Statements. It also ensures the department is operating responsibly and effectively. Serving customers at a high level can be a competitive advantage for the Fort Worth Convention Center. Highly satisfied customers are likely to be repeat customers. 

Surveys will be submitted post event to each client using the department's new Net Promoter's Score survey program.  Customer satisfaction is based on overall responses to questions, with each survey being weighted equally.  The survey results will be maintained on survey website. The department has the ability to access the survey to customize the reports as needed. Once downloaded from the website, it is kept in a folder on the desktop of the Director of Sales.  An end of quarter report is sent to the Sr. Admin. Assistant to be added to the department's Performance Measures spreadsheet and included in the department's Management Plan report and saved to shared drive peddept (\\chisilon)(x:) as253 FWCC. 

Average number of ratings as submitted thru each survey compared to previous quarter and year. 

New surveys were created for the customer satisfaction surveys.  FY21 is the first year the Public Events Department has used the Net Promoter's Score survey program.