Steps in the screenshots correspond to the numbers in the headings.
What is the VOC? The Voice of Customer Survey is a key part of the managing the customer relationship. We specifically target the Decision Maker and those who influence the purchasing decision when we solicit feedback from our customers. The OpEx Team sends out an email twice a year asking them to rate us on six questions.
Each question is graded on a scale of 1-10, with 10 being the highest, and comments can be entered for each. The questions are listed below:
1) RELATIONSHIP: How would you rate and describe your relationship with ATS?
2) ALIGNED: How aligned is ATS with you & your organization?
3) COMMUNICATIONS: How satisfied are you with the communication between you and ATS?
4) SERVICE SATISFACTION: How satisfied you are with ATS’ services?
5) CONTINUOUS IMPROVEMENT: How satisfied are you with ATS’ continuous improvement activities?
6) RECOMMEND: If another plant called you with a maintenance problem, would you recommend ATS?
Even though the Voice of the Customer is actually found in an APP, versus a report, it is one of the items that sites usually report on in their Customer meetings. It is also one of the metrics that is considered in the FMS Balanced Scorecard.
1. From the homepage, go to Apps.
2. Type Voice of Customer in the Search field.
3. Assuming that you have added the app previously, the tile will appear below. Click on the tile.
If you need to load the app, follow the instructions here: Accessing Power BI Apps
4. The home page loads.
5. Click on Site Analysis.
6. By default, when the page loads, you will see the previous month, and all sites.
As always, what you see will be totally dependent on your access in the site hierarchy.
6.1. Both the back arrow and the home icon will take you back to the home page (as shown in #4)
6.2. The Business Unit defaults to ALL.
6.3. Region defaults to all. If you want to further narrow the selection, click on ALL to see the available options. Enter a checkmark in front of the region you wish to select. This allows you to see the GM Roll-up.
6.4. You can do the same thing for Area. Enter a checkmark by the Area you want to see. This allows you to see the ABM Roll-up.
6.5. If you want to select only a singular site, click on ALL, and check the box in front of the site number. A color-coded display will tell you how well the site is performing on the metric.
- As of 2019, the VOC goal for US FMS New and Existing Sites is 8.0.
- The VOC goal Internationally is 7.5.
6.6. Customer defaults to ALL.
6.7. Industry defaults to ALL. To see only one industry, click on ALL and select the one you want to vies.
6.8. The final option is Job Role. This refers to the job roles of the respondents to the survey. As always, it defaults to ALL, but it can be modified.
6.9. The bottom card shows the Overview of the metric.
7. If you wish to see the information behind the data, right click on the any of the charts.
8. Choose Drill-through.
9. Choose Site Dashboard.
10. The Dashboard view you a more detailed view into the data. Included you will find:
- A summary tab, as well as the individual questions, with a visual display of the performance.
- A listing of the people who did not respond is present.
- A trend chart showing the last two surveys.
- Average Ratings by job role.
- Survey compilation data.
11. Individual tabs break down the info even further. This includes:
- Trend charts by person, role, and score.
- Comments.
12. If you choose Survey Details from the Right click option (instead of drill-through), you will see the data that makes up the chart.
13. By clicking on the three dots in the upper right corner, you have the option to export the data, change the sort options, and much more.
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