Facility Managers Roundtable
Customer Satisfaction Surveys

The Facility Managers Roundtable also measures customer satisfaction with a standardized customer satisfaction survey. In 2002 about 70 percent of the participants utilized the standardized customer survey.
 

First decide if you will administer the survey yourself or contract with Facility Issues. If you:
  • Contract with Facility Issues to provide a web based survey for your occupants on our website we will establish a customer satisfaction survey for your facility on our web site. You would be responsible to notify the occupants of the site location with an email or other appropriate notification. With this option, there is no additional survey data entry to include in the benchmarking survey. There is an additional charge of $600 for this option.
  • Conduct the survey yourself. You can... 
    • Obtain a copy of the Customer Survey (MS Word) from our website, add your letterhead or other information or, 
    • Convert the survey to a web based survey and distribute it to your occupants.
    • Determine the correct survey sample size for your organization, and then 
    • Distribute it to your occupants.

If your customer survey is hardcopy based we suggest you perform it first since it usually takes several weeks to mail it out, receive the responses, and tabulate the results.

The way you distributed the surveys affects the survey data analysis. If you distributed and received hardcopies of the survey or created your own web based survey you'll need a spreadsheet to analyze the results. We've developed a helpful Excel spreadsheet for Survey Analysis that is available for download. 

If you have used Facility Issues web based approach, the program will compile and determine the values needed for the benchmarking results.

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