The ATS VOC surveys are modeled in the NPS (Net Promoter Score) format, and are sent to “Decision Makers” with our customers.  We typically think about Decision Makers as fitting some or all of the below criteria:

• An individual that signs our contracts/SOWs
• An individual who holds a position with our customer that can refer ATS to other locations in their company or to other companies
• An individual that holds a position with our customer that if we are not performing to expectations, can remove us from that location

The scoring for the VOC survey (the “recommend” question) is on a 0 to 10 scale, and scores are categorized as follows:

• “Promoter”: 9 or 10
• “Passive”: 7 or 8
• “Detractor”: 6 or below

The scores received from the VOC survey translate to the Balanced Scorecard for any customer having a site number.  A VOC red flag appears for any score lower than a 7.

When reviewing a multi-site customer roll-up, product roll-up, or overall company roll-up of VOC survey results, the NPS score for the VOC is calculated as follows:

The CSAT surveys are sent to “Influencers” with our customers.  These contacts typically are our day-to-day contacts but may not have the authority or role to be a true decision maker on whether or not a company utilizes ATS services.

The CSAT surveys have 5 questions, and the scoring is on a 1-5 scale.

For FMS sites, the scores received from the CSAT survey translate through to Operating System maturity.  The target scores for CSAT scores are categorized as follows:

• Bronze: 3.5
• Silver: 4.0
• Gold: 4.5