CU1: Customer Satisfaction Monitoring – Above Green

(points determined by materiality)

Intent

This indicator assesses whether and to what extent the organization engages with customers regarding their satisfaction with the services provided by the asset. Using consistently applied metrics can help analyze and compare the outcomes, despite the many variations between entities.

Requirements

Select Yes or No: If selecting “Yes”, tick select all applicable checkbox(es).

Has the entity undertaken customer satisfaction surveys within the last three years?

Yes
- Internally
  - Percentage of customers covered: ____________%
  - Survey response rate: ____________%
- By an independent third part
  - Percentage of customers covered: ____________%
  - Survey response rate: ____________%

*Does the survey include quantitative metrics?

Yes
- Metrics include: (multiple answers possible)
  - Net Promoter Score
  - Overall satisfaction score
  - Satisfaction with communication
  - Satisfaction with responsiveness
  - Satisfaction with asset management
  - Understanding customer needs
  - Value for money
  - Other: ____________
No
- EXCEPTIONS
- Does the entity's data reported above cover all, and only, the facilities (as reported in RC3) and activities (RC4) for the entire reporting year (EC4)? (for reporting purposes only)
  - Yes
  - No
    - Please indicate which facilities, activities and/or time periods are additional or excluded from the data reported above
      
      ________________________
No
- Provide additional context for the answer provided (not validated, for reporting purposes only)
  
  ________________________

Changes: This indicator now falls under the aspect “Customers”.

Prefill: This indicator is similar to the one included in the 2019 Assessment and some sections have been prefilled from the 2019 Assessment. Review the response and/or evidence carefully.

Percentage of customers covered: The percentage of customers covered is based on the number of customers (e.g. organizations) that received the customer satisfaction survey during the reporting year. If the number of customers changed during the reporting year, use the number at the end of the reporting year. The denominator is the total number of customers in the reporting year.

Survey response rate: The percentage of customers that received and completed the survey, compared to the total number of customers that received the survey. For example, if the survey was sent to 100 customers and 40 responded, the response rate would be 40%.

Other: If the entity has conducted a survey that included different metrics from the ones currently listed, they can add these. The ‘other’ metric should be distinct and different from the ones already listed.

Reporting level: Answers should be applicable at entity level.

Exceptions

Select Yes or No: GRESB is seeking to standardize the scope and boundaries of reporting to allow for more accurate benchmarking and to progressively move towards scoring of performance. If the scope of the data reported for this indicator does not exactly match the reporting scope (facilities, ancillary activities and time period) as reported in “Entity and Reporting Characteristics” (EC3, RC3, RC4), then answer ‘No’ to this question and describe these exceptions in the “Exceptions” text box.

Examples are:

Temporal - A toll road includes data on energy consumption from its street lighting within its boundary but due to a data glitch, it lost this data for a two month period during the reporting year.
Physical - A power plant includes a switchyard facility within its reporting boundary but does not have data on water discharge for this facility.
Operational - An airport includes the operation of mobile equipment within its reporting boundary but not for aircraft since these are operated by airlines.

Validation

Other: State the other customer satisfaction metric used. The answer should only refer to the department or governance body of which the senior decision maker is part of. Report only one other answer.

Scoring

Materiality-based Scoring: This indicator applies materiality-based scoring. The materiality weighting for this indicator is determined by the materiality level of the ‘Customer satisfaction’ issue in the GRESB Materiality Assessment (RC7).

Where this issue is of ‘High’ relevance, this indicator will be weighted highly and where this issue is of ‘Medium’ relevance, it will be weighted moderately. If materiality for this issue is set at ‘No’ or ‘Low’ relevance for the entity, this indicator will not be scored. As a result, the weight of this indicator may differ for each participant based on its materiality profile. The weighting of the material (scored) indicators in the Performance Component is automatically redistributed to ensure that the Component retains its overall weighting of 50% of the Asset Assessment. For more details refer to the section on Materiality Based Scoring in this Reference Guide or download the GRESB Materiality & Scoring Tool.

Scoring of Metrics: This indicator is scored like a one-section indicator (i.e. Section 1: 'Elements' response), with the score depending on the selected options and suboptions.

There are two elements that are scored - customer satisfaction survey (fractionally ⅔ of the total score) and using quantitative metrics within the survey (⅓). It is not necessary to select all options to achieve the maximum score. For the customer satisfaction survey, full fractional score is obtained if the survey is undertaken by an independent third party versus internally. In regard to quantitative metrics (in the survey) full fractional score is obtained for using Net Promoter Score, with lesser score for other metrics.

Reporting of exceptions is not scored in 2020.

Terminology

Customer satisfaction survey: A written survey conducted by the entity, or by a third party on its behalf, that gives the customer the opportunity to provide feedback on the services provided.

Net Promoter Score: The Net Promoter Score® (NPS) is a customer loyalty metric developed by Bain & Company, Fred Reichheld, and Satmetrix.

Overall satisfaction score: An overarching metric in a satisfaction survey, with no prescribed scale, that measures how happy an employee or customer is with the entity and/or services provided.

Quantitative metric: Any measure or parameter that can be represented numerically.

Survey response rate: The proportion of submitted surveys as a percentage of the total number of people or organizations that received a request to complete a survey.

References

Bain & Company, Introducing: The Net Promoter System®

Alignment with External Frameworks

GRI Standard 102-43: Approach to stakeholder engagement

Relevant UN Sustainable Development Goals