Year-end data show happy PBS customers

November 02, 2021

Project Manager Bryant Schneider gets repeated praise in comments

KANSAS CITY, Mo. — Survey data from fiscal year 2021, which ended Sept. 30, found that Region 6 customers are happy with the Public Buildings Service.

Favorable responses dominated pulse surveys, which federal agency contacts can complete near the beginning, middle and end of a project.

Remarkable findings included:

• An average 4.5 out of 5 on overall satisfaction.
• 87% of respondents said they were satisfied or very satisfied.
• 96% said they had a clear point of contact.
• 91% said PBS maintained communication and transparency.

The additional comments on surveys revealed that customers valued quick, smooth, complete customer service with plenty of updates, information and problem-solving throughout.

Regional Project Manager Bryant Schneider received repeated praise in comments.

“It’s a wonderful feeling to see the positive results of your work come to fruition, especially when you know the customer is also pleased,” Schneider said. “I focus on team collaboration, I’ve found that the ‘we’ mentality helps foster an overall positive experience. All projects have setbacks, but finding the solution as a team usually builds the unity needed for success.”

The highest ratings for PBS’ work came from the Commodity Futures Trading Commission, Department of Homeland Security (U.S. Citizenship and Immigration Services and U.S. Secret Service), Department of Defense and the U.S. Marshals Service.

With a response rate of just 29%, Client Solutions Branch Chief Matt Helmering said he wants to hear from more customers more often in the next year.

“We use this data to see what we’re doing well, and where we might be falling short,” Helmering said. “We need to hear from all of our customers to know what they value most. I’m really proud of everyone at GSA who impressed our customers and left them eager to work with us again.”