Questionnaire Customer Satisfaction Survey by 2PbJE3

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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!

								
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