IBM TRIRIGA Version 10.5.0

Customer Satisfaction - Facilities metric

Determines the satisfaction of facility occupants with services and workplace solutions to indicate opportunities for improvement, improvement trends, or poor performance trends.

Details of the metric	Description
Name	Customer Satisfaction
Category	Customer
Analysis objective	Determines root cause of negative survey responses submitted and identify improvement opportunities. Also can identify misaligned service levels, expectation gaps, and consumer perceptions, and recognize and reward excellent customer service.
Description	Informs management how effective the organization is at satisfying the requests of the facility occupants. The metric is based on the aggregated scores from the returned evaluation forms.
Source	Customer Focus Group
Measurement	Sum of Survey Response Scores / Total Survey Maximum Score
Roles	EN Workplace Executive FA Move Manager/Planner FA Space Manager/Planner
Display chart types	Value-based: Horizontal Grouped Bar (percent) Chart (Capture Period: Vertical Grouped Bar (percent) Chart) Score-based: Horizontal Grouped Bar (percent) Chart (Capture Period: Vertical Grouped Bar (percent) Chart)
Thresholds	Low Threshold: .58 (58%) High Threshold: .78 (78%) Range 1: Poor/Negative/Red Range 2: Under Performing/Caution/Yellow Range 3: Good/Positive/Green
Fact details	Module: triMetricFact Business Object: triSurveyFact Metric Queries: triSurveyFact - Metric - Customer Satisfaction (%) Metric – Facilities, triSurveyFact - Metric - Customer Satisfaction (%) Metric – Facilities (Score)
Drill paths	Geography Location Responsible Organization Request Class Capture Period Question Category
Interactive filters	Geography Location Responsible Organization Request Class Question Category For US Federal Government: Geography Location Organization Space Class Real Property Type Real Property Use
Static filters	Active Buildings Active Floors
Time	Months
Data point refresh rate	Monthly

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