Customer Satisfaction Survey Results Drive System-Wide Improvements

A new planning manager of BP’s Pipeline Engineering & Maintenance Department  needed to improve the quality of programs and program management across North America. There was no mechanism in place to understand the perception of program effectiveness, the impact across the system, or customer satisfaction. We designed, administered, and analyzed the results for two custom surveys including quantitative and qualitative feedback – one to measure customer satisfaction across 13 distinct programs, and a self assessment for the program managers.  278 responses were received from across field and headquarters customers – a 65% response rate. The report we developed simplified a set of complex data, making it understandable and actionable. Data analysis for individual programs and across the system highlighted: 1) best practices in communication and engagement which were adopted across the entire system;  and 2) a need for clearer scheduling, which resulted in the development of an integrated program calendar. These changes led to improved communication across the entire system.