Docstoc

SOS Survey_2010

Document Sample
SOS Survey_2010 Powered By Docstoc
					Customer      Southwest Airlines
SOS Claim #   Claim               Date Sent      Date ReturnedBeneficiary
SWA 10-01     Gardner, Herbert                                Sharon Gardner
SWA 10-02     Falzarano F             2/20/2010               Maria
SWA 10-03     Hardy, Marcus            2/9/2010               Jeannyne Hardy
SWA 10-04     Lewis, Anne              2/1/2010               Richard Lewis
SWA 10-05                             2
              Andreadakis, Nickholas /26/2010                 Laura
SWA 10-06     Williams, Steven        5/20/2010               Wyndam Williams
SWA 10-07     Flynn, Blanca           2/26/2010 Returned      John Flynn         1
SWA 10-08     Clark, James            2/26/2010 Anon          Shawna Clark       1
SWA 10-09     Schumchyk, Thomas 2/26/2010 Returned            Karen Schumchyk    1
SWA 10-10     Leavey, Benny            3/2/2010 Anon          Susie Leavey       1
SWA 10-11     Ferris, Joan             4/9/2010               Karen Morgan
SWA 10-12     Bo, Brandon                                     Michael Bo
SWA 10-13     Mosley, Michael          4/7/2010               Tim Wright
SWA 10-14     Spear, Mattie           4/16/2010               Gregory Spear
SWA 10-15     Leichenauer, David       4/7/2010 Returned      Nancy Heisman      1
SWA 10-16     Golden, Michael          5/6/2010 Returned      Laurie Golden      1
SWA 10-17     Ninete, Frankie         5/24/2010               Norma Ninete
SWA 10-18     Gupton, Tatanisha       5/24/2010 Returned      David Gupton       1
SWA 10-19     Rivers, Jarell          5/24/2010               Rebecca Rivers
SWA 10-20     Tamez, Abraham                                  Mary Tamez
SWA 10-21     Overly, David           6/30/2010               Thomas Overly
SWA 10-22     Gage, Philip                                    Deborah Gage
SWA 10-23     Reents, William                                 Joni Reents
SWA 10-24     Willprecht, James                               Myron Willprecht
SWA 10-25     Lobato, Albert           8/6/2010     8/19/2010 Jo Ann Lobato      1
SWA 10-26     Carlson, Michael        6/30/2010               Steven Carlson
SWA 10-27     King, William                                   Bridget King
SWA 10-28     Drummond, David         6/30/2010               Judy Drummond
SWA 10-29     Taylor, Tad         No survey sent
SWA 10-30     Orban, Bethany           7/8/2010               Paula Orban
SWA 10-31     Dark, Patty             6/15/2010               Darrell Dark
SWA 10-32     Fogle, Paulette          8/6/2010               Douglas Fogle
SWA 10-33     Schwartz, Meryl          8/6/2010     8/16/2010 Fred Schwartz      1
SWA 10-34     McWhitter, Ricky        8/12/2010     8/25/2010 Darra McWhirter    1
SWA 10-35     Smith, Geraldine        6/30/2010               Gerald Smith
SWA 10-36     Deane, Christopher 8/12/2010          8/26/2010 Colleen Deane      1
SWA 10-37     Wood, Donald            8/12/2010               Sandra Wood
SWA 10-38     Bundage, Kevin           8/6/2010               Leah Bundage
SWA 10-39     Brooks, Herman           9/1/2010               Lori Brooks
SWA 10-40     Ringstaff, John         8/27/2010               Karen Ringstaff
SWA 10-41     Murphy, Daniel           8/6/2010     8/11/2010 Jane Murphy        1
SWA 10-42     Hill, Molly             8/12/2010     8/23/2010 Kelly Hill         1
SWA 10-43     Wolfe, William      No survey sent
SWA 10-44     Stroud, Ted             8/17/2010               Brenda Stroud
SWA 10-45                         No
              Szumlanski, Richard survey sent
SWA 10-46     Lopert, Clifton (2)     9/29/2010
SWA 10-47     Winchester, Brian No survey sent
SWA 10-48   Davis, Vennie        9/29/2010
SWA 10-49   Clifton, Diana       9/29/2010
SWA 10-50   Brenda Saunders (2) 10/4/2010
SWA 10-51   McMillan, Casey (2) 10/21/2010
SWA 10-52   Michael Donahue (2) 11/2/2010
SWA 10-53   Gary Hughes
SWA 10-54   James Padgett        11/2/2010
SWA 10-55   Gayle Martin         11/2/2010
SWA 10-56   Jeremiah Robinson
SWA 10-57   Teri Siemsen*        11/5/2010
SWA 10-58   Warren Fontineaux
SWA 10-59   Topou Sotele
SWA 10-60   Reinaldo Hendy
SWA 10-61   Richard Treanor      11/2/2010
SWA 10-62   William Siemons
Inquiry                  YES          NO

Was the Outreach
Counselor
courteous and
helpful?                    100%
Did Survivor
Outreach
Services contact
you promptly
regarding your
claim?                      100%


                       Strongly               Undecide              Strongly
Inquiry                 Agree        Agree       d       Disagree   Disagree
Would you agree
that this service is
valuable to
Southwest
Airlines
employees,
employee's
dependents and
beneficiaries?                 77%      23%

Were you pleased
with the
assistance that
Survivor Outreach
Services provided
to you?                        77%      23%
After the initial
phone
conversation and
receiving the
benefit package,
did you have a
clear
understanding of
how Survivor
Outreach
Services would
assist you through                69%               31%
2010 Results
# Sent                              50
# Returned                          13
Return Rate                       26%



                                            Strongly Agree   Agree   Undecided   Disagree   Strongly Disagree


     After the initial phone conversation and
  receiving the benefit package, did you have a
  clear understanding of how Survivor Outreach                       69%                      31%
   Services would assist you through the claim
                       process?



    Were you pleased with the assistance that
                                                                      77%                         23%
   Survivor Outreach Services provided to you?




 Would you agree that this service is valuable to
  Southwest Airlines employees, employee's                            77%                         23%
        dependents and beneficiaries?


                                                    0%       20%       40%       60%        80%         100%
                                                   YES      NO



  Did Survivor Outreach Services
  contact you promptly regarding                     100%
            your claim?




    Was the Outreach Counselor
                                                     100%
      courteous and helpful?


                                   0%     20%     40%     60%    80%    100%




Q6: If you were not satisfied, how cold we have better served you through the process?
Responses:
Very satisfied




Q7: What is your overall opinion of the services that Survivor Outreach Services provided you
Responses:
It was a great experience during such a difficult time.
Everyone was extremely helpful and explained the process clearly. Christy Johnson was especially
kind. The financial assistance I received makes the grief process a little easier, not having to worry
about money and bill paying.
Very Good
The services were great as well as Southwest. What a wonderful caring company.
During this difficult time, SOS made at least this part of the process easier.
I appreciate the ease in communicating, without waiting periods, the simple procedure, and the
promptness in receiving a much needed benefit.
They were very helpful.
Instead of receiving a large life insurance lump sum check, I would have preferred a separate secure
account set up like a “total access” account, free of charge to me. Thank way the money is there,
accessible to me but I don’t have to anything with it right away.
                            2008             2009           2010
Surveys Sent                         76             77             43
Surveys Returned                     28             25             13
Return Rate                        37%            32%            30%




                            2008             2009                                           2010
Q2: Did Survivor Outreach Services contact you promptly regarding your claim?
         Yes                         96%           100%            100%
          No                           4%
Q3: Was the Outreach Counselor courteous and helpful?
         Yes                        100%           100%            100%
          No
Q4: After the initial phone conversation and receiving the benefit package, did you have a clear understanding of how Survivor
Strongly Agree                       70%             92%            69%
Agree                                26%              8%            31%
Q5: Were you pleased with the assistance that Survivor Outreach Services provided to you?
Strongly Agree                      85%             84%           77%
Agree                               15%             16%           23%
Q8: Would you agree that this service is valuable to Southwest Airlines employees, employee's dependents and beneficiaries?
Strongly Agree                      89%             92%           77%
Agree                               11%              8%           23%
Q2             Q3             Q4
Yes       No   Yes       No   SA       A       U




      1              1                     1
      1              1                     1
      1              1             1
      1              1             1




      1              1             1
      1              1                     1

      1              1             1




      1              1             1




      1              1             1
      1              1             1

      1              1             1




      1              1             1
      1              0                     1
      13        0         12        0        9       4       0
Q2                  Q3                  Q4
Yes        No       Yes        No       SA       A       U
# Responses




          12




          13




          13




          13
13
lear understanding of how Survivor Outreach Services would assist you through the claim process?
ee's dependents and beneficiaries?
         Q5
D   SD   SA       A       U   D   SD




              1
                      1
              1
              1




              1
                      1

              1




              1




              1
              1

              1




              1
                      1
    0        0        10       3       0       0        0
                 Q5
D       SD       SA        A       U       D       SD
Q8
SA       A       U   D   SD




             1
             1
     1
             1




     1
     1

     1




     1




     1
     1

     1




     1
     1
     10       3       0       0        0
Q8
SA        A       U       D       SD
Customer      SCI Management
SOS Claim #   Claim            Date Sent Date Returned Beneficiary
SCI 10-01     Cristan Knight
SCI 10-02     Janet Dann
SCI 10-03     John Hogan       ###### Returned          John Hogan          1
SCI 10-04     Calvin Hall      4/7/2010
SCI 10-05     Jeanine Sims     ######
SCI 10-06     Robert Gerardi   4/7/2010

SCI 10-07     Steven Fortunato
              James Burkes,
SCI 10-08     Sr.
SCI 10-09     Katy Spors       ######
SCI 10-10     Roy Scott Petty  ######
SCI 10-11     William Wiles    ######
SCI 10-12     John Lunders
SCI 10-13     Curtis Cochran   ######
SCI 10-14     Charles Watts    ######
SCI 10-15     Dale Vickness    8/6/2010
              Joseph Gieras,
SCI 10-16     Jr.              ######
SCI 10-17     Ellen Barley     9/8/2010   9/20/2010 Connie Myers            1
              Stephanie
SCI 10-18     Cabana           8/6/2010
SCI 10-19                      8/6/2010
              Douglas Poindexter          9/16/2010 George Poindexter       1
SCI 10-20     David Brown      8/6/2010
SCI 10-21     Keith Lester     8/3/2010
SCI 10-22     Olivia Badgett            No Survey sent
SCI 10-23     Alfredo Sandoval ######
SCI 10-24     Joseph Hargrave
SCI 10-25     William Snyder   ######       9/8/2010 Sharon Snyder          1
SCI 10-26     Laynie Payne     N/A      No Survey sent
SCI 10-27     Corrine Olvey    ######
SCI 10-28     Arturo Flores    ######
SCI 10-29     James Simpkins              10/4/2010 Marian Simpkins         1
SCI 10-30     E. Quintana
SCI 10-31     Walter Evans
              David            9/8/2010   9/15/2010 Gail Evans              1
SCI 10-32     Vandersteen      9/9/2010   9/27/2010 Geraldine Vandersteen   1
SCI 10-33                      N/A
              Joseph Flinchbaugh        No Survey sent
              William
SCI 10-34     Lauramore        ######
              Carolyn
SCI 10-35     Mashburn         ######
SCI 10-36     Gail Nix

SCI 10-37     Margaret Guelich ######
              Patricia
SCI 10-38     Claybaker        N/A    No Survey sent
SCI 10-39     Daniel Bost      ######
SCI 10-40              Lee Meekins (2)   ######




Inquiry Outreach
Was our                     YES           NO
Counselor
courteous and
helpful?
Did Survivor                     100%       0%
Outreach Services
contact you
promptly regarding
your claim?                      100%       0%

                          Strongly                                       Strongly
Inquiry                    Agree         Agree    Undecided   Disagree   Disagree
Would you agree
that this service is
valuable to
Southwest Airlines
employees,
employee’s
dependents and
beneficiaries?                   100%       0%          0%          0%         0%
Were you pleased
with the assistance
that Survivor
Outreach Services
provided to you?                  86%       14%         0%          0%         0%
After the initial
phone conversation
and receiving the
benefit package, did
you have a clear
understanding of
how Survivor
Outreach Services
would assist you
through the claim
process?                          57%       43%         0%          0%         0%
2010
# Sent          34
# Returned       7
Return Rate   21%
Q6: If you were not satisfied, how cold we have better served you through the process?
Responses:
There is nothing that could be improved.

Q7: What is your overall opinion of the services that Survivor Outreach Services provided
Responses:
You took care of everything. All I had to do was complete the simple forms. This is a great, caring
service that you give to people at such a difficult time in their lives. This far exceeded my expectations.
My opinion was very good. There was a problem in shipping the paperwork but I was emailed copies
the SOS person, and was able to continue the paperwork process. Thank you.
Excellent Service
Your Services were definitely God sent. I thank you with all my heart. I recommend you continue your
claim process as is, it is really an encouragement and spirit lifter. Thank you again.
Q2             Q3             Q4
Yes       No   Yes       No   SA       A       U


      1              1             1




      1              1             1


      1              1             1




      1              1             1




      1              1                     1

      1              1                     1
      1              1                     1
          7        0         7        0        4       3       0
Q2                     Q3                 Q4
Yes           No       Yes       No       SA       A       U




# Responses



          7




          7




          7




          7




          7
         Q5
D   SD   SA       A       U   D   SD


              1




              1


              1




              1




              1

              1
                      1
    0        0        6       1       0       0        0
                 Q5
D       SD       SA       A       U       D       SD
Q8
SA       A   U   D   SD


     1




     1


     1




     1




     1

     1
     1
     7       0       0       0        0
Q8
SA       A       U       D       SD
Customer      Arkansas Best Corporation
SOS Claim #   Claim            Date Sent     Date Returned Beneficiary
ABC 10-01     Scott May           3/2/2010
ABC 10-02     Harold Binyon     4/19/2010    Returned       Clara Binyon     1
ABC 10-03     Mary Schwinger 3/24/2010       Returned       Dann Schwinger   1
ABC 10-04     Revonda Arrington 4/12/2010
ABC 10-05     Constance DeSilva 5/6/2010     Returned       Keith DeSilva    1
ABC 10-06     Harold Ross
ABC 10-07     George Smith      7/28/2010         8/12/2010 Helga Smith      1
ABC 10-08     Elizabeth Faford
ABC 10-09     Albert Lawyer     11/2/2010
ABC 10-10                       ########
              Geraldine Keech (2)
Inquiry Outreach
Was our                  Yes           No
Counselor
courteous and
helpful?                    100%

Did Survivor
Outreach Services
contact you
promptly regarding
your claim?                 100%

                       Strongly                                      Strongly
Inquiry                 Agree         Agree   Undecided   Disagree   Disagree
Would you agree
that this service is
valuable to
Southwest Airlines
employees,
employee’s
dependents and
beneficiaries?              100%
Were you pleased
with the assistance
that Survivor
Outreach Services
provided to you?            100%
After the initial
phone
conversation and
receiving the
benefit package,
did you have a
clear
understanding of
how Survivor
Outreach Services
would assist you
through the claim              75%      25%
2010
# Sent                           10
# Returned                        4
Return Rate                    40%
                                                     Yes      No



   Did Survivor Outreach Services
 contact you promptly regarding your                       100%
               claim?




        Was our Outreach Counselor
                                                           100%
          courteous and helpful?



                                       0%     20%    40%      60%    80%       100%




                                       Strongly Agree              Agree              Undecided

   After the initial phone conversation and
receiving the benefit package, did you have a
clear understanding of how Survivor Outreach                      75%                      25%
 Services would assist you through the claim
                     process?


 Were you pleased with the assistance that
                                                                        100%
Survivor Outreach Services provided to you?




Would you agree that this service is valuable
to Southwest Airlines employees, employee’s                             100%
       dependents and beneficiaries?


                                                0%      20%        40%     60%          80%       100%
Q6: If you were not satisfied, how cold we have better served you through the process?
Responses:




Q7: What is your overall opinion of the services that Survivor Outreach Services
Responses:
I think you handled everything great. In a time of loss it is great to have a place like
yours to make it easier on the family. Thank you from the bottom of my heart.
Very Professional and prompt with processing and call backs. I would recommend
accommodation to Christy Johnson for the way she helped me during this difficult time.
Q2                 Q3                 Q4
Yes       No       Yes       No       SA       A       U

      1                  1                         1
      1                  1                 1

      1                  1                 1

      1                  1                 1




      4        0         4        0        3       1       0
Q2                 Q3                 Q4
Yes       No       Yes       No       SA       A       U
# Responses



          4




          4




          4




          4




          4
                 Q5
D       SD       SA       A       U       D       SD

                      1
                      1

                      1

                      1




    0        0        4       0       0       0        0
                 Q5
D       SD       SA       A       U       D       SD
Q8
SA       A       U       D       SD

     1
     1

     1

     1




     4       0       0       0        0
Q8
SA       A       U       D       SD
Customer      Healthways
SOS Claim #   Claim         Date SentDate Returned
HWY 10-01     Walsh, Ellen
HWY 10-02     Carey, Margaret
HWY 10-03                   #
              Lewis, Kathleen ######             Chris
HWY 10-03-A                 #
              Lewis, Kathleen ######             Anita
HWY 10-03-M                 #
              Lewis, Kathleen ######             Matthew
HWY 10-03-J                 #
              Lewis, Kathleen ######             James




                                                                0
                                                           Q2
Inquiry                  Yes       No
Was our Outreach
Counselor
courteous and
helpful?
Did Survivor
Outreach Services
contact you
promptly regarding
your claim?


                       Strongly                                  Strongly
Inquiry                 Agree     Agree   Undecided   Disagree   Disagree
Would you agree
that this service is
valuable to
Southwest Airlines
employees,
employee’s
dependents and
beneficiaries?

Were you pleased
with the assistance
that Survivor
Outreach Services
provided to you?
After the initial
phone conversation
and receiving the
benefit package, did
you have a clear
understanding of
how Survivor
Outreach Services
would assist you
through the claim
process?
2010
# Sent                 5
# Returned
Return Rate
Q2                 Q3                 Q4
Yes       No       Yes       No       SA       A       U




      0        0         0        0        0       0       0
Q2                 Q3                 Q4
Yes       No       Yes       No       SA       A       U
0




0




0




0
0
                 Q5
D       SD       SA       A       U       D       SD




    0        0        0       0       0       0        0
                 Q5
D       SD       SA       A       U       D       SD
Q8
SA       A       U       D       SD




     0       0       0       0        0
Q8
SA       A       U       D       SD
Inquiry                     Yes        No
Was our Outreach
Counselor courteous
and Survivor
Did helpful?                  100%
Outreach Services
contact you promptly
regarding your
claim?                        100%

                          Strongly                                       Strongly
Inquiry                    Agree      Agree       Undecided   Disagree   Disagree
Would you agree
that this service is
valuable to
employees,
employee’s
dependents and
beneficiaries?                 88%          13%
Were you pleased
with the assistance
that Survivor
Outreach Services
provided to you?               83%          17%
After the initial phone
conversation and
receiving the benefit
package, did you
have a clear
understanding of
how Survivor
Outreach Services
would assist you
through the claim
process?                       67%          33%
2010
# Sent                           99
# Returned                       24
Return Rate                    24%
                                                        Yes          No



     Did Survivor Outreach Services
     contact you promptly regarding                           100%
               your claim?




        Was our Outreach Counselor
                                                              100%
          courteous and helpful?



                                      0%     20%        40%      60%       80%     100%




                                              Strongly Agree              Agree               Undecided
                                              Disagree                    Strongly Disagree

    After the initial phone conversation and
 receiving the benefit package, did you have a
 clear understanding of how Survivor Outreach                          67%                       33%
  Services would assist you through the claim
                      process?


  Were you pleased with the assistance that
                                                                             83%                       17%
 Survivor Outreach Services provided to you?



Would you agree that this service is valuable to
  employees, employee’s dependents and                                       88%                       13%
               beneficiaries?


                                                   0%          20%         40%       60%       80%        100%
Q6: If you were not satisfied, how cold we have better served you through the process?
Responses:



Q7: What is your overall opinion of the services that Survivor Outreach Services provided you during the
claim process? Do you have any recommendations that will help us in the future?
Responses:
It was a great experience during such a difficult time.
I think you handled everything great. In a time of loss it is great to have a place like yours to make it
easier on the family. Thank you from the bottom of my heart.
Everyone was extremely helpful and explained the process clearly. Christy Johnson was especially kind.
The financial assistance I received makes the grief process a little easier, not having to worry about
money and bill paying.
Very Good
The services were great as well as Southwest. What a wonderful caring company.
Very Professional and prompt with processing and call backs. I would recommend accommodation to
Christy Johnson for the way she helped me during this difficult time.
You took care of everything. All I had to do was complete the simple forms. This is a great, caring
service that you give to people at such a difficult time in their lives. This far exceeded my expectations.
Thank you.
They were very helpful.
My opinion was very good. There was a problem in shipping the paperwork but I was emailed copies the
SOS person, and was able to continue the paperwork process. Thank you.
Excellent Service
Your Services were definitely God sent. I thank you with all my heart. I recommend you continue your
claim process as is, it is really an encouragement and spirit lifter. Thank you again.
#



    23




    24




    24




    24




    24

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:5
posted:2/15/2012
language:
pages:64