Customer Survey

Customer name:

Project name:

For the following, please choose the score that best reflects the factors considered, using a scale of 1 to 5, where 5 is the highest in satisfaction (use N/A for inapplicable to your contract).

Quality of Services/Performance
(the extent you were satisfied with the quality of services and deliverables)

• Staff were knowledgeable and trained appropriately
• Providing reliable service
• Professionalism of key personnel
• Understanding of technical issues
• Technical expertise
• Meeting specific performance levels
• Handling anomalies in work activities
• Interpreting needs/requirements
• Accuracy in diagnosing problems
• Supporting new requirements

User Satisfaction

• Contractor’s processes to monitor and ensure customer satisfaction
• Courtesy in dealing with users, problems and issues
• Effectiveness of solutions provided to your needs
• Responsiveness to problems associated with Contractor’s behavior, activities or attitude
• Any awards to Contractor for quality of work, determinations for default or convenience (please cite specifics in the Additional Comments space provided)
• Pro-actively addressing needs

Business/Contract Management

• Compliance with contract requirements
• Timely administration/billing and submission of accurate reports
• Effectiveness of corporate management/contract administration activities
• Prompt notification of problems; close, professional working relationships to solve issues
• Project management and resource allocation; cost containment
• Cost of the contract versus the value and timeliness of services and products received
• Maintaining qualified staff

Overall

• How satisfied you were with the service

User information

Your name:

Your function:

Your organization:

Business Address:

Business phone:

Your e-mail:

Additional comments:

Thank you! Your help is appreciated.