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Customer Satisfaction Survey
Dear <name of customer- will be filled automatically>
Xxx is constantly looking for ways to improve the quality of its products and
services. To do that, we need to know what you think on Xxx.
We would really appreciate it if you would take just a few minutes to
respond to the questions below. As a valued customer, how you rate our
work is very important information for us.
After completing the questionnaire, please click on the "Finish" button to
make sure your data is saved in the Data Base
Please note: Items marked with an asterisk (*) must be completed.
SLA: Yes No
* Please select from the list below the relevant department/subject with whom you are
in direct contact at Xxx - (You can select more than one option)
1. Marketing
2. Commercial and Sales
3. Project Management
4. Logistics Services
5. Customer Service
6. Finance
7. Quality
* Please indicate Xxx primary product used in your company:
(Please select only one product).
98
In the following questions, please rate from 1 to 10 the level of agreement with the
statements (where 1 is Completely disagree and 10 is Definitely agree).
Level of likelihood/ feasibility
Xxx as a Partner Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
1 I am satisfied with the overall relationship with Xxx:
2 Xxx cares about its customers and provides support and
assistance
3 Xxx is an innovative company.
4. Xxx is a good partner
5 I would purchase an Xxx product again
6 I would recommend Xxx to other companies
Additional comments regarding Xxx as a partner:
_______________________________________________________________________________
_______________________________________________________________________________
The Product Level of Agreement
Completely Definitely
(Please refer to the primary product)
disagree agree
1 2 3 4 5 6 7 8 9 10
7 The product provides good value for your money
8 The product is reliable
9 The product is easy to maintain
10 The product is easy to upgrade
11 The product is easily integrated with your infrastructure
The system/product has an aesthetically pleasing
12
appearance
Additional comments regarding The Product
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Marketing Services: Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
Xxx Marketing professionals cover our business
13
needs
Xxx’s website is user friendly and easy to navigate,
14
informative, and comprehensive
Xxx's Marketing documentation (e.g. brochures, data
15
sheets) is informative and comprehensive
Additional comments regarding Marketing Services:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Commercial & Sales Services Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
Xxx’s Sales Manager understands your needs
16
(business and operational models)
The Commercial Unit (CU) is open to your needs,
17
and the response time is good
Xxx presents high quality and comprehensive
18
proposals
19 Xxx’s price list is clear
20 We are updated with new products and services
Additional comments regarding Commercial & Sales Services:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Project Management Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
Our requests from Xxx (other than service calls) are
21
handled promptly
22 On-site visits are timely and adequate
23 Project management meets your expectations
Additional comments regarding Project Management Services:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Logistics Services Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
24 Deliveries are made on time
25 Delivery content match orders.
Up-to-date information on order status is available at all
26
times.
27 Logistics complaints are handled promptly
28 Proper documentation for customs clearance is provided
Additional comments regarding Logistics Services:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Customer Service - Technical Services Completely
disagree
Definitely
agree
1 2 3 4 5 6 7 8 9 10
Technical Services
29 Xxx’s response time to your calls is good
30 The support provided to service requests is professional
On-site technical support services are provided in a
31
professional manner
32 The technical training meets our company needs
I am satisfied with the Technical Documentation (Product
33
manuals, Installation Guides, etc.)
The Technical documentation is comprehensive, provide
34
detailed instructions on the system and its components
The distribution of updates via email is useful and
35
informative
Additional comments regarding Customer Service:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Customer Service- SLA Completely
disagree
Definitely
agree
1 2 3 4 5 6 7 8 9 10
As a Service Agreement Customer I feel that Xxx meets
36
my service expectations
Additional comments regarding Customer Service - SLA:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Repair & Return Services Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
37 Xxx’s response time to your RMA calls is good
38 Xxx meets the RMA shipment due dates
Xxx makes an effort to improve the RMA turn around
39
time
40 I am satisfied with Xxx's repair quality
Additional comments regarding Repair & Return Services:
_______________________________________________________________________________
_______________________________________________________________________________
Level of Agreement
Finance Services Completely Definitely
disagree agree
1 2 3 4 5 6 7 8 9 10
41 Invoices are provided on time
42 Response time to requests is satisfactory
43 Credit line & payment terms meet our needs
When faced with a financial problem such as credit line
44
and payment terms, I know whom to contact
Additional comments regarding Finance Services:
_______________________________________________________________________________
_______________________________________________________________________________
Additional comments regarding Information and Documentation:
_______________________________________________________________________________
_______________________________________________________________________________
Competitors in the Telecommunications Market
In your opinion, who is Xxx's most significant competitor?
______________________________________________________________________________
______________________________________________________________________________
What makes this competitor the most significant one?
______________________________________________________________________________
______________________________________________________________________________
Please list any additional comments and improvement suggestions
_______________________________________________________________________________
_______________________________________________________________________________
Thank you for your cooperation!
