Meeting Date
May 21, 2013
Attendees
Jeff Campbell, Jeff Capuano, Ricardo Chavira, Ed Kairiss, Susan Kelley, Rick Smith, Susan West, Colleen Whelan
Agenda
Customer Satisfaction
Customer Satisfaction
Susan West led the discussion on Customer Satisfaction, focusing on the recently completed 2013 Community Satisfaction survey. (See attached report). Formerly referred to as the Annual Survey, this went out to all faculty, students, and staff. The survey is likely to be repeated every other year (so we'll refer to it as the Campus-wide Survey).
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- Service Owners need to specify how they get their customer sat data
- see list of services at http://isa.its.yale.edu/confluence/display/SN/Service+Board\
- Service Owners should update spreadsheet to indicate the Primary and Secondary sources of Customer Service data (Campus-wide Survey; POD Survey; Metics).