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� O O .*iii -or.► --;(-E Dennis Ragosta
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i� ZOUTSOURCING Public and Governmental Affairs Liaison
SECURITY
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COMMUNICATION
Goalof survey
SATISFACTION LOYALTY
Sent to existing CCUA
SUPPORT>1 SERVICE customers
CUSTOMER
RELATIONSHIP.), Help gain a baseline of
general public consensus on
QUALITY `� 104000 RELIABILITY customer service
40
MARKETING IMPROVEMENT Shape improvements based
on responses
1
Questions asked on survey
0 116- kill •4•
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How would How satisfied How would How would you Do you have
you rate the are you with you describe describe your any
quality of your the way our response experience suggestions to
)
customer CCUA's to your dealing with help improve
service representative concern? CCUA our service?
experience? listened to representative?
your
concerns?
Results of survey
TOTAL SURVEYED: TOTAL RESPONSES: GRADING SCALE OF:
42,000 1,372 VERY POSITIVE TO VERY
NEGATIVE
lir
How would you rate the quality of service?
80%
70%
60%
I i50%
40%
30%
20%
10%
Very Positive Somewhat Positive Neutral Somewhat Very Negative
Negative
How satisfied are you with the way the CCUA representative
listened?
70%
60%
50%
40%
30%
20%
10%
Very Satisfied Somewhat Satisfied Neutral Unsatisfied Very Unsatisfied
How would you describe our response?
60%
50%
40
30%
20%
10%
)
0%
Very Positive Positive Neutral Negative Very Negative
\
How would you describe your experience dealing with the
CCUA representative?
70%
60%
50%
40%
30%
20%
10%
0%
Very Positive Positive Neutral Negative Very Negative
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STAFF HAS WORKED ALLOWING IMMEDIATE .. 1 ,;
WITH I.T. TO CREATE A FEEDBACK FROM OUR ,�;�
' CONSTANT EMAIL CUSTOMERS AND -,, -•
SURVEY STAKEHOLDERS ABOUT i / . '"
CCUA STAFF • - ,: -
INTERACTIONS 1.111