Issue link: http://www.e-digitaleditions.com/i/571840
2 C M C S c o n n e c t i o n s 3 r d q u a r t e r 2 0 1 5 A synopsis of CMCS Client Satisfaction Survey By Simon Mungai, Biostatistician A n ongoing and strong r e l a t i o n s h i p b e t w e e n CMCS and its clients is crucial to building and maintaining customer loyalty. A loyal customer base ensures stability and has a greater potential to generate ongoing business opportunities. In an attempt to gain valuable feedback on the issues that are important to CMCS clients, a Customer Satisfaction Survey was sent out in November 2014 to 70 valued CMCS clients using the online Survey Monkey platform. The survey was divided by CMCS departments and the respondents were asked to complete only sections that provided services to them and their associates. Respondents rated CMCS departments in 6 areas of interest: 1. Effectiveness & value of communication 2. Timeliness of responses 3. Accuracy of information provided 4. Quality of work produced 5. Value of services 6. Helpfulness of CMCS employees We estimated that the survey would take about 5-10 minutes to complete. The actual time to complete the survey averaged 10 minutes. Of the 70 surveys sent, 2 either bounced or were undelivered. The response rate was 65%; an incredible response rate for this population. The results were mainly positive with They Have Spoken... We Are Listening S Lilly's Birthday Wish by Linda Grosser On a recent Saturday, I met a young girl named Lilly who was celebrating her 10th birthday exactly as she had planned. While most ten year olds would have wanted a party with their friends, that is not what this girl asked for on her birthday. Lilly recruited her mother, two of her grandpa's, her grandma and her uncle to help distribute food to the patrons (known as guests) at the Lord's Pantry at Anna's House. From 9 am to 1 pm, Lilly and her family, along with CMCS and other volunteers, assisted with the set up and distribution of food for almost 200 families. Lilly and I were paired up for the job of giving out goody bags to the children. Lilly dutifully greeted each child and smiled. She told me how important this was to the children who came there and she reminded me to do the same. She displayed kindness and compassion that was beyond her age. The gift I received in return for my volunteer work was a true sense of fulfillment and appreciation. At the end of the day, I am not sure what I found more fulfilling, working side by side with Lilly, the compassionate young birthday girl, or serving the children at the pantry who were truly appreciative of the extra food they received in their goody bags. If we all shared even a little bit of Lilly's dedication for helping others, with a smile on our face and compassion in our hearts, I'm sure the world would be a better place. Thanks to our Volunteer Committee, CMCS employees get to participate in heartwarming community services like lending a hand at the Lord's Pantry at Anna's House. Back row (from left): Linda Grosser, Devon Summerville, Lisa Harty, Nicholas Freeman and Lana Brown Front row (from left): Jada Wynder, Yolanda Mohid and Denyse Tyson (continued on next page)