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CUSTOMER SATISFACTION SURVEY |
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(Follow-up Survey) |
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Dear Customer, |
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Thank you for giving us the opportunity to serve you. At Cofreth we are committed to delight customer by continually improve our service levels. |
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Please help us to further improve our service performance and evaluate the effectiveness of corrective actions taken by taking a few moments to complete |
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this short survey. Your responses will be confidential and used for Cofreth evaluation only. |
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| Building / Site Name : |
Location / Address : |
| Customer Name : |
Designation : |
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| RATING SCALE |
Delighted |
Very Satisfied
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Satisfied
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Dissatisfied |
Very Dissastified |
Not Applicable |
| 5 |
4 |
3 |
2 |
1 |
0 |
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Kindly rate your satisfaction level by clicking / ticking the circle of each attribute based on the above rating scale: |
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1. |
Effectiveness of Corrective Actions Taken (Previous Survey) |
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a) |
Are the comments highlighted in previous survey being acted upon (Action Plan submitted)? |
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Yes |
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No |
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b) |
How do you rate the effectiveness of the actions plan/taken to improve the highlighted |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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comments/non satisfactory areas |
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Comments on the ratings (if any) : |
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2. |
Overall rating on the following areas/attributes: |
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i) |
Facilities Management (FM) Staff; |
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a) |
Attitude and responsiveness |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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b) |
Skills and technical knowledge |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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c) |
Courtesy and Professional |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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d) |
Key Account Manager/Site Leader is knowledgeable & professional |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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Comments on the ratings (if any) : |
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ii) |
Overall quality of Services; |
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a) |
Responding to the complaint/request/inquiries in timely manner |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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b) |
Problem solving and accuracy of information given |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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c) |
Preventive Maintenance/Srrvicing services |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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d) |
Health, Safety & Environment (HSE) Compliance |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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e) |
Cofreth Helpline (24 hours emergency hotline) services |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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Comments on the ratings (if any) : |
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3. |
Please rate us on the following facilities/services (as per scope of works listed in contract document) |
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a) |
Air Cond System (comfort level and functionality of system) |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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b) |
Electrical System (standby genset, lighting, UPS) |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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c) |
Fire Fighting and Protection System |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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d) |
Plumbing and Sanitary Systems |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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e) |
Industrial Facilities System (Boiler, STP, ETP, Compressor, etc) |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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f) |
Vertical Transport (Lift/Escalator) |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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g) |
Housekeeping Services (Cleaning, landscaping, pest control, waste disposal) |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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h) |
Helpdesk Services |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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i) |
Subcontractor Management |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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j) |
Others , please specify |
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5 |
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4 |
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3 |
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2 |
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1 |
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0 |
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4. |
Overall, how satisfied are you with Facilities Management (FM) services provided? |
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Delighted |
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Very Satisfied |
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Satisfied |
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Dissatiesfied |
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Very Dissatiesfied |
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5. |
If you are less than satisfied, what could we have been done to serve you better? |
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Thank you for your valuable feedback and support. |
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QSHE CS-14; Revision 13 |