Jan-Mar Y1 | Apr-Jun Y1 | Jul-Sep Y1 | Oct-Dec Y1 | Jan-Mar Y2 | Apr-Jun Y2 | Jul-Sep Y2 | Oct-Dec Y2 | |
---|---|---|---|---|---|---|---|---|
Sample | 72 | 145 | 128 | 143 | 89 | 131 | 138 | 147 |
Overall Satisfaction | ||||||||
Customer Satisfaction Score | 72.9 | 75.5 | 76.3 | 67.4 | 62.5 | 66.1 | 65.8 | 54.1 |
Overall Satisfaction | 7.5 | 7.5 | 7.7 | 7.4 | 6.4 | 6.0 | 7.0 | 6.5 |
Loyalty | ||||||||
Willing to recommend manager | 74% | 73% | 69% | 75% | 75% | 61% | 67% | 66% |
Manager adds value | 60% | 67% | 63% | 73% | 64% | 55% | 61% | 67% |
Recalls manager's name | 25% | 29% | 23% | 24% | 27% | 40% | 100% | 100% |
Performance Rating | ||||||||
Proactive | 6.6 | 7.1 | 6.1 | 7.1 | 6.5 | 5.5 | 6.1 | 5.9 |
Approachable | 7.8 | 8.1 | 7.6 | 8.1 | 7.1 | 7.1 | 7.2 | 7.1 |
Enduring relationship | 7.3 | 7.7 | 7.1 | 7.9 | 6.9 | 6.6 | 6.6 | 6.6 |
Timely and effective in resolving issues | 7.8 | 8.1 | 7.7 | 7.9 | 7.2 | 7.0 | 7.2 | 7.0 |
Regularly receive updates | 5.8 | 6.4 | 5.8 | 6.5 | 5.8 | 5.0 | 5.5 | 5.4 |