e-Customer Survey

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