Fill and Sign the Customer Satisfaction Telephone Survey Form

Customer Satisfaction Telephone Survey Name of Customer: _________________________________________ Customer’s Project or Product: _________________________________ Name of Contact: ___________________________________________ Title of Contact: ____________________________________________ Name of Interviewer: ________________________________________ Date of Interview: ________________ 1. Introduction: Good morning (or afternoon) . I'm calling on behalf of ___________________ (Name of Sponsor of Interview) . We are conducting a customer satisfaction survey to improve our working relationship with you. Your response will remain confidential, and you can be assured that we will take action on any problems or concerns you may identify. Do you have a few minutes to complete the interview?  If response is yes, continue.  If response is “call back later” or similar such response, try to schedule a time.  If response is no, thank the contact in a courteous manner and hang up. 2. Customer Profile A. Which of the following best describes your job function? (Read the list and check one). _____1. Project Manager _____ 2. Information Systems Manager or Director _____ 3. Executive _____4. Other: ___________________________________________ B. How long have you been dealing with our organization? _______ years _______ months C. How would you describe the status of your most recent involvement with our organization? (Read list and check one). _____1. Involvement is ongoing _____2. Project is in early stages _____3. Project is in middle stages _____4. Project is nearing completion _____5. Project is complete, no current involvement _____6. Never involved with your organization D. What is the approximate size of your organization's annual information systems budget? (Read list and check one). _____1. Less than $1,000,000 _____2. $1,000,000 to $3,000,000 _____3. $3,000,000 to $6,000,000 _____4. $6,000,000 to $9,000,000 _____5. More than $9,000,000 _____6. Don't know E. Approximately how much of your current budget will be spent with our organization? (Read list and check one). _____1. Less than 20% _____2. 20% to 40% _____3. 40% to 60% _____4. 60% to 80% _____5. 80% to 100% _____6. Not stated 3. Customer Satisfaction Measures Previous research with our customers has identified a number of key attributes which influence customer satisfaction. We would like you to rate each of these attributes in terms of:  How important this element is in your choice of a systems integrator, using a 10 point scale where 1 is not at all important and 10 is absolutely vital.  How you rate our organization’s current performance using a 10 point scale where 1 is terrible and 10 is outstanding. If any item is not applicable, simply mark it as such. Knowing the Customer Importance Performance Gap 1 Our organization understands your business requirements. Our organization understands how information technology is best used in your organization. Our organization is sensitive to how their people work in your organization. Our organization constantly looks for ways to help you improve. 1 Calculated after the interview. Competence Importance Performance Gap 2 Our organization delivers projects effectively. Our organization provides leading edge solutions. Our organization's professionals are technically competent. Our organization implements solutions that solve your business problems. Reliability Importance Performance Gap 3 Our organization adequately tests systems. Our organization delivers projects on time. Our organization delivers projects within budget. Our organization consistently meets project specifications. Our organization’s solutions meet your expectations. Our organization regularly monitors how well your expectations are being met. Assurance Importance Performance Gap 4 Our organization uses a proven systems development methodology. Our organization assumes accountability throughout the project. 2 Calculated after the interview 3 Calculated after the interview 4 Calculated after the interview Our organization has a proven track record in your industry. Our organization's staffing remains consistent during the project. Our organization effectively manages the scope of the project. Responsiveness/Problem Importance Performance Gap 5 Solving Our organization provides timely responses to issues you raise. Our organization ensures problems are resolved responsibly. Our organization is creative and flexible in solving problems. Our organization uses effective change request procedures. Communication Importance Performance Gap 6 Our organization's professionals demonstrate good listening skills. Our organization's professionals make effective presentations. Our organization's professionals make you aware of the full range of our services. Our organization's professionals keep you informed on project status. Courtesy Importance Performance Gap 7 Our organization effectively manages its relationship with your organization. 5 Calculated after the interview 6 Calculated after the interview 7 Calculated after the interview Our organization effectively manages relationships with its subcontractors and third party partners. Our organization commits to a win-win relationship. Customer-Oriented Importance Performance Gap 8 Culture Our organization places your needs first. Our organization promotes transfer of skills to your organization. Our organization effectively uses skills within your organization. Our organization provides professionals with the authority to get the job done. Strategic Partnership Importance Performance Gap 9 Our organization takes the time to understand. Our organization recommends ways to help you achieve your strategic goals. Our organization’s solutions have a positive impact. Our organization adds value to your organization. Part Three - Overall Satisfaction What is your overall satisfaction with our organization using a 10 point scale where 1 is terrible and 10 is outstanding. Please provide any suggestions or ideas about how we can serve you even better. 8 Calculated after the interview 9 Calculated after the interview What is the single most important thing our organization needs to do to improve your level of satisfaction? (describe) _________ ___________________________________ ___________________________________ Would you recommend our organization to others? _____ I already have. _____ Yes _____ No _____ Why? Would you select our organization again for other projects? _____ Yes _____ No _____ Why? General Comments Do you have any other issues you would like to discuss? Please describe: ** THANK YOU VERY MUCH FOR YOUR COOPERATION **