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Customer Satisfaction Survey Action Plan

August 23, 2012

Last week we gave you the results of the multiple choice questions on our recent Customer Satisfaction Survey. Now we would like to talk about some of the comments that you left when we asked you, “Do you have any suggestions for improving our products/services?” We got 65 responses to this question, and while most were favorable (thank you!), there were some that pointed out areas where we can do better and one person who even thought we should just disappear (!).

There were some common areas of concern, so we asked our managers to take a look at your comments and create a plan to make improvements.  Your thoughts and suggestions are now part of our work orders and are being addressed. Some of these items are:

 

  • Retaining Log In information so that it does not need to be entered every time. We are very conscious of security on our website. Allowing the username and password to be retained causes an opening for use of unauthorized users. However, we will look for ways to improve our log in process.
  • An expand list of Tentative Loss Costs.  We are now working on this and plan to have an expanded list up and running by the end of the year.
  • The ability to find locations by entering the Parcel Number.  We are working on an improved version of PROTECTION for release in the future and this feature will be included.
  • A one-click Printout button. This will also be included in the next release of PROTECTION. 
  • Although most said it worked well, we got some comments on various parts of the website saying that the operation was a little clunky.  This is important to us, so stayed tuned for questions from us on specific ways that we can make improvements.  Also, stop by and see us at the IIABW/PIA Annual Convention trade fair, in Coeur d’Alene, Idaho.

 

Most of your comments were favorable; we appreciate your saying so (these, we showed to the Boss). While the survey is closed, we are always looking for ways to get better. Leave us a comment either here or in the Feedback Form on our website. You can always contact me, Tracy Skinner, at 206-273-7146.

We would again like to thank you for taking the time to let us know what you think. We will do this again next year to see how we are doing.

 

— Tracy Skinner, Manager of Subscriber Services

Visit us at wsrb.com!

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