Actually, the correct phrasing is ‘steady as she goes,’ a nautical term meaning keeping a steady course. With minor wording modifications, it can also apply to the College’s Customer Service Representatives (CSRs). In this context, it refers to the continued positive results of the CSRs in the most recent tracking study.
A few blogs ago (Making Each Caller Interaction a Positive Experience), we reported the results of the September-December 2011 tracking study. The results that follow reflect the perceptions of a randomly selected set of callers to the College between April and June 2012. The overall margin of error for this period is +/- 5 percentage points at the 95% confidence level.
First launched in 2008 and conducted by a third party, this research gauges the effectiveness of the services being provided. Specifically, to determine the perceived level of courtesy and helpfulness in service received, the perceived level of professionalism in service received, and overall levels of satisfaction towards OREA customer service.
Results
Callers’ overall satisfaction with the Customer Service Centre
| Total Agree [%] | |
| Satisfied | 91% |
| Dissatisfied | 8% |
| Neutral | 1% |
| Department Attribute | Total Agree [%] |
| Available during convenient hours | 83% |
| Committed to service excellence | 82% |
| Easy to access | 82% |
| CSR Attribute | Total Agree [%] |
| Thorough in verifying identify | 93% |
| Easy to understand | 91% |
| Professional | 88% |
| Courteous | 88% |
| Knowledgeable | 88% |
| Able to resolve issues or answer questions | 88% |
| Careful in listening | 86% |
| Responsive | 86% |
| Willing to assist | 86% |
| Friendly | 85% |
Moving Forward
Leave a Reply