IBM TRIRIGA Version 10.5.0

Overall Customer Satisfaction – All Workplace Organizations metric

Determines operational performance of all workplace service providers based on the evaluations that are submitted by clients.

Details of the metric	Description
Name	Overall Workplace Customer Satisfaction
Category	Customer
Analysis objective for exception conditions	Identifies root cause of negative survey responses that are submitted, improvement opportunities, misaligned service levels, expectation gaps, and consumer perceptions. Recognizes and rewards excellent customer service, which is often the most important service measurement. In scorecards, it is the key customer metric. This metric aggregates the various facilities, real estate, and operations evaluations to provide a view across all workplace services functions.
Description	Informs management how effective the organization is at satisfying the requests of the facility occupants. It is based on the aggregated scores from the returned evaluation forms.
Source	Customer Focus Group
Measurement	Total Survey Response Score / Total Survey Question Possible Score
Roles	EN Workplace Executive
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 Stacked Bar (percent) Chart)
Thresholds	Low Threshold: 58% High Threshold: 78% Range 1: Poor/Negative/Red Range 2: Under Performance/Caution/Yellow Range 3: Good/Positive/Green
Fact details	Module: triMetricFact Business Object: triSurveyFact Metric Queries: triSurveyFact - Metric - Customer Satisfaction (%) Metric – Enterprise, triSurveyFact - Metric - Customer Satisfaction (%) Metric - Enterprise (Score)
Drill paths	Value-based: Geography, Location, Capture Period, Survey Type, Question Category, Responsible Organization, Survey Score-based: Geography, Location, Capture Period, Survey Type, Question Category, Responsible Organization, Survey
Interactive filters	Value-based: Geography, Location, Responsible Organization, Survey Type, Request Class Score-based: Geography, Location, Responsible Organization, Survey Type, Request Class
Static filters	None
Time	Months
Data point refresh rate	Monthly
License dependency	IBM® TRIRIGA® Real Estate IBM TRIRIGA Facilities IBM TRIRIGA Operations (or a subset) This metric summarizes only those Evaluation Forms utilized.
Functional dependency	This metric summarizes only those evaluation forms used. Functionality that is required per evaluation type: Real Estate: RE Transaction Management for RE Portfolio Manager Evaluation and RE Preferred Provider Evaluation Facilities Management: Task Management, Service Management, Request Management, and Move Management for Facilities Service and Move Service Provider Evaluations Operations Management: Task Management, Service Management, and Request Management for Operations Service Provider Evaluations

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