- (Company) Customer Satisfaction Survey - 
(Installation, Support, Documentation and Training Services)

Thank you for participating in this e-Survey. Your candid evaluation of (Company's) services is invaluable and much appreciated. We are working to improve our quality of service to keep pace with your needs on a world-class level.

When you complete this questionnaire and click on the "Submit Survey" button after the last question, an e-mail file containing your anonymous responses will be sent directly over the Internet to GuideStar Communications, the independent research firm we are employing in New York City.

Don't forget to enter your 4-digit personal entry number in one of the optional information fields at the end of the questionnaire to qualify for the sweepstakes drawing to win one of six $100 American Express Gift Certificates.

Please complete and submit your responses by midnight, Friday, April 23.

PARTICIPANT INSTRUCTIONS:                                     (Completion is estimated at 10-15 minutes)

For multiple-choice questions, use your mouse to click the radio button next to your selection or, if selections are in a dropdown menu, click directly on the menu item to highlight it as your choice.

For "open comment" questions, use your computer keyboard to type in your comments in the open rectangle box.

After completing this questionnaire, click on the "Submit Survey " button to e-mail your anonymous responses to GuideStar Communications.

If you have any difficulties or questions about this survey, contact GuideStar Communications, Inc. in the United States at 212-426-2333 or by e-mail to gstar1@guidestarco.com.

 

Overall Service Performance:

Please rate the overall performance of (Company's) entire Customer Services Organization (Support, Training, Installation and Documentation).

1. Excellent 2. Good 3. Average 4. Fair 5. Poor


Customer Support:

How satisfied are you:

With (Company's) platform availability?  
With the efficiency of call handling when placing calls into the support organization?  
With the effectiveness of telephone support?  
With the effectiveness of on-site support?  
That our help desk support staff are sufficiently knowledgeable and professional?  
That our (or a service partner) on-site support engineers are sufficiently knowledgeable and professional?  
With communications and follow-up on problem resolution?  
With response time to software issues?  
With resolution time for software issues?  
With response time to hardware issues?  
With resolution time for hardware issues?  
With response time to emergency issues?  
With resolution time for emergency issues?  
With the overall quality of (Company's) resolutions?  
That we offer the maintenance services you need?  

Please tell us what we should do to improve the quality of support we provide to you or your organization:

 

Installation Services:

How satisfied are you:

With your experience of the most recent (Company) installation?  
With the timeliness of (Company's) installation?  
With the quality of our installations?  
That (Company) Installation personnel are sufficiently knowledgeable and professional?  
With (Company's) installation service overall?  

Please tell us what we should do to improve the quality of our Installation Services:

 

Training Services:

How satisfied are you:

With the appropriateness of courses to your needs?  
That (Company) training personnel are sufficiently knowledgeable and professional?  
With the location and quality of our training facility?  
With (Company's) communication of the training packages available to your organization?  
With (Company's) training courses overall?  

Please tell us what (Company) should do to improve the quality of its Training Services:

How interested would you be in the following?

Self-paced training programs  
CBT training programs  
Video-based training  
Training located on the Internet  

 

Technical Documentation:

How satisfied are you:

With the appropriateness of the documentation to your needs?  
With the quality of the documentation delivered with your system?  
With the accuracy of the documentation delivered?  
With the usability of the documentation provided?  
Overall with the documentation provided?  

Please tell us what Company should do to improve the quality of the documentation delivered with your platform:

 

Your Overall Views about (Company):

(Company) understands the service needs of my organization.

1. Strongly agree
2. Agree
3. Neutral/Not sure
4. Disagree
5. Strongly disagree

How satisfied are you with the amount of contact between you/your organization and (Company's) service organization's management?

1. Very satisfied
2. Satisfied
3. Neutral/Not sure
4. Dissatisfied
5. Very dissatisfied

Please rate the quality of (Company's) sales organization's service.

1. Excellent
2. Good
3. Average
4. Fair
5. Poor

Please rate the value of (Company's) services compared with the price paid.

1. Very high value
2. High value
3. Average value
4. Low value
5. Unacceptably poor value

Would you recommend (Company's) services to colleagues or contacts within your industry?

1. Yes
2. No
3. Not sure


The following information is needed to analyze the responses on this survey.

Your location:

1. Americas
2. Asia
3. Europe
4. Africa
5. Other -- Please specify.

Location:

(Company) products used:

(Chose all that apply)

(Company) Link
(Company) Connect
(Company) Debit
VSD Voice mail
VSD Debit
Voice select
Intelligent Network Peripheral
Managed Service
Other -- Please specify.

Product:

Which one of the following business sectors best describes your core business?

1. Major Service Operator (Telco)
2. Banking/Finance
3. Retail
4. Value added information service provider
5. Local/Regional government
6. Telecom supply
7. Other -- Please specify.

Sector:

What best describes your role in your organization? (Optional)

1. Head of Maintenance
2. Planning
3. Customer services
4. Maintenance engineer
5. Project manager
6. General management
7. Other -- Please specify:

Role:

 

Optional Information:
(You can also use any field below to enter your personal 4-digit sweepstakes number)

If you would like to be contacted by (Company) services' management to discuss your needs or any service issues you may have, please fill in the information below. If not, scroll past to the "Submit Survey" button.

Contact Information:

Name:
Organization:
Phone:
Ext:
Address:
City:
State/Province:
Zip or Postal Code:

Thank you for taking the time to complete this survey.

Select "Submit Survey" now to send your responses to us.

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Created by GuideStar Communications, Inc..