Many years ago I worked in New York City during Ed Koch’s final term as Mayor. One of the cornerstones of a Koch speech or interview was his trademark question, which was actually more of a statement, “How am I doing?” Sometimes you can learn so much by asking a simple question.
While writing this column, I was surprised to find numerous references online about the topic, including this one that caught my attention: “How am I doing? The one question that can change all your relationships.”
For the last seven years, we have asked you about our program services, questions about the Inside SOPTV members’ guide, what makes living in southern Oregon so special to you, and we’ve asked you to rate “how we are doing.” This is the fourth year we have asked you to rate our member service, and this year we had 183 respondents: 121 used the telephone to contact us, 37 e-mailed, 9 sent letters, and 16 contacted us personally at the station or at an event.
When asked about the satisfaction of the interaction, 44% said “excellent,” 46% said “good,” 7% said “average,” and 3% said “poor.” The combined “excellent and good” scores (90%) are up by 8% over the previous year’s combined total of 83%.
While we’re glad to see 90% rated our service “excellent to good,” the fact that we’ve failed to meet the expectations of 10% concerns me. Over the days and weeks ahead, we’ll focus on improving service and working to eliminate things that seem to fall though the cracks.
So let me make you a promise. If you’re not happy with our response to your requests, contact me personally and we’ll resolve your concerns to your satisfaction — or die trying.
Your membership support means a great deal to SOPTV, and we want you to continue your membership while you enjoy the programs and enjoy all the benefits of supporting SOPTV. During these uncertain times, earning your continued confidence in SOPTV’s services and being good stewards of your voluntary support is very important.
If you participated in our survey, thank you! And if you didn’t, and there’s something you’d like me to know about, I’d appreciate hearing from you.
President & CEO