| % of customers who indicate the service provided meets or exceeds expectations for CUSTOMER SERVICE experiencePM-Property Management |
Measure Definition & Importance |
Analysis | |
97% customer satisfacton.
% of customers who indicate the service provided meets or exceeds expectations for customer service experience |
Service Areas |
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PM.1.2 Fleet Maintenance
PM-Property Management
Attachments |
Measure Data | Last Calculated a month ago |
| Period |  | Status | Customer Service Experience | Overall Target | High Variance (FY Target) | Low Variance |
|---|---|---|---|---|---|---|
| Oct-18 | | Monitoring/No Info | ||||
| Nov-18 | | Monitoring/No Info | ||||
| Dec-18 | | Monitoring/No Info | ||||
| Jan-19 | | Monitoring/No Info | ||||
| Feb-19 | | Monitoring/No Info | ||||
| Mar-19 | | Monitoring/No Info | ||||
| Apr-19 | | Monitoring/No Info | ||||
| May-19 | | Monitoring/No Info | ||||
| Jun-19 | | Monitoring/No Info | ||||
| Jul-19 | | Monitoring/No Info | ||||
| Aug-19 | | Monitoring/No Info | ||||
| Sep-19 | | Monitoring/No Info | ||||
| Oct-19 |  | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| Nov-19 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Dec-19 | | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| Jan-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Feb-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Mar-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Apr-20 | | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| May-20 | | On Target | 100.00 | 100.00 | 100.00 | 90.00 |
| Jun-20 | | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| Jul-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Aug-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Sep-20 | | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| Oct-20 | | On Target | 100.00 | 100.00 | 100.00 | 90.00 |
| Nov-20 | | Lagging | 98.00 | 100.00 | 100.00 | 90.00 |
| Dec-20 | | Lagging | 99.00 | 100.00 | 100.00 | 90.00 |
| Jan-21 | | Lagging | 98.00 | 98.00 | 100.00 | 90.00 |
| Feb-21 | | Lagging | 99.00 | 99.00 | 100.00 | 90.00 |
| Mar-21 | | Lagging | 99.00 | 99.00 | 100.00 | 90.00 |
| Apr-21 | | Lagging | 98.00 | 98.00 | 100.00 | 90.00 |
| May-21 | | Lagging | 98.00 | 98.00 | 100.00 | 90.00 |
| Jun-21 | | Lagging | 94.00 | 98.00 | 100.00 | 90.00 |
| Jul-21 | | Lagging | 99.00 | 98.00 | 100.00 | 90.00 |
| Aug-21 | | Lagging | 96.00 | 98.00 | 100.00 | 90.00 |
| Sep-21 | | Monitoring/No Info | 98.00 | 100.00 | 90.00 | |
| Oct-21 | | Monitoring/No Info | 98.00 | 100.00 | 90.00 | |
| Nov-21 | | Monitoring/No Info | ||||
| Dec-21 | | Monitoring/No Info | ||||
| Jan-22 | | Monitoring/No Info | ||||
| Feb-22 | | Monitoring/No Info | ||||
| Mar-22 | | Monitoring/No Info | ||||
| Apr-22 | | Monitoring/No Info | ||||
| May-22 | | Monitoring/No Info | ||||
| Jun-22 | | Monitoring/No Info | ||||
| Jul-22 | | Monitoring/No Info | ||||
| Aug-22 | | Monitoring/No Info | ||||
| Sep-22 | | Monitoring/No Info |
Data Source Details & Calculation Information |
The first week of every month, the Assistant Director exports the Fuel/Acquisition/Admin survey results from Survey Monkey. The Assistant Director manually tallies the count of surveys that have a "meet or exceed expectations" as an answer for question #5 "Overall, how satisfied are you with our customer service?" and saves the monthly tally in X:\Fleet Services\0.1 PM Fleet service 2017 (no delete active!!)\FY2019 Monthly Reports.
% of surveys with meet or exceed expectations for customer service experience = # of surveys that have meet or exceed expectations for customer service experience / # of total surveys received x 100
Performance Liaison |
| EG | Eliana Guevara (PM-Property Management) |
Input Method |
Is this measure a KPI? |
Measure Type |
Comparative Data |
Data Owner |
Measure ID |
776291
Target Type |
Performance Liaison Notes |
Administrator Notes |