October 5, 2015

CFO Rosemarie Rae shared T&E project metrics and feedback in a presentation to the management team in Letters and Science on September 16.

Metrics:

  • Customer satisfaction surveys = 36% rate the experience better than previous
  • Reduced bounce back tickets = 8 day to 6 day turnaround and reduced monthly tickets by 1,000
  • Travel website hits in just the 3 weeks since go-live = 2,326

Feedback:

  • “…I am incredibly impressed with how easy the process was this time. ”
  • “I appreciate … being able to find the forms better … the polite way in which CSS contacted me with needing more info...”
  • “Thanks so much for hearing our frustrations, and changing the system for the better."