Your feedback is valuable in helping us to improve our services. Please complete as much of this survey as you can.

Customer Details

Company Name
Contact Name
Job Title
Telephone Number
Email Address
Account Manager's Name
Services Provided  Field Maintenance
 Remote Monitoring
 On Site Engineering
 Outsourced Helpdesk

Section 1 – Account Management (Customer Relations)
Level of communication  Poor   Good   Excellent
Knowledge of Product & Service  Poor   Good   Excellent
Dealing with problem issues  Poor   Good   Excellent

Section 2 – Accounts Department
Accuracy of invoices  Poor   Good   Excellent
Invoices clearly and sufficiently detailed  Poor   Good   Excellent

Section 3 – Call Logging
Friendliness  Poor   Good   Excellent
Professionalism  Poor   Good   Excellent
Waiting time for answering calls  Poor   Good   Excellent

Section 4 – Field Engineering
Technical Competence  Poor   Good   Excellent
Professionalism  Poor   Good   Excellent
Appearance  Poor   Good   Excellent
Attendance within SLA Time  Poor   Good   Excellent

Section 5 – Logistics (Parts ordering, providing loans & workshop repair)
Updates on orders and repairs  Poor   Good   Excellent
Turnaround time for workshop repair  Poor   Good   Excellent
Lead times on parts  Poor   Good   Excellent

Section 6 – Outsourced Helpdesk/SupportNet (if applicable)
Technical capability  Poor   Good   Excellent
Professionalism  Poor   Good   Excellent
Dealt with within SLA  Poor   Good   Excellent

Section 7 – On Site Engineering (if applicable)
Attitude & Professionalism  Poor   Good   Excellent
Technical Ability  Poor   Good   Excellent

Section 8 – Remote Monitoring (if applicable)
Management & Monitoring of your Server  Poor   Good   Excellent
Technical Competence  Poor   Good   Excellent
Escalating & Resolving efficiently any system errors  Poor   Good   Excellent