CUSTOMER SATISFACTION SURVEY
  (For Year )
   
  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 understand your needs 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. Facility Management (FM) Team
  (a) Appearance and politeness of the FM team. 5 4 3 2 1 0
  (b) Knowledgeable and reliable in handling work requests / problems. 5 4 3 2 1 0
  (c) Accessible (easy to get) when contacted / needed. 5 4 3 2 1 0
  (d) Friendly and helpful when dealing with inquiries /request. 5 4 3 2 1 0
  (e) Handling assigned task/ work / project in professional manner. 5 4 3 2 1 0
    Comments on the ratings (if any) :  
     
     
  2. Customer Experience on Quality of Services Provided
  (a) Complaint, request or inquiries were promptly response / attended. 5 4 3 2 1 0  
  (b) Problems / request is resolved or dealt within the agreed timeline. 5 4 3 2 1 0  
  (c) Accurate and timely feedback / report received on work status / complaint made. 5 4 3 2 1 0  
  (d) Adequate information / solutions / advise provided on problems raised. 5 4 3 2 1 0  
  (e) Proactive measures are taken to reduce breakdown / problem / complaint . 5 4 3 2 1 0  
  (f) Works are carried out in accordance to health, safety & environmental (HSE) 5 4 3 2 1 0  
    procedures / requirements.  
    Comments on the ratings (if any) :  
     
       
  3. Contractual Requirements and Value of Services  
  a) Our services rendered fulfilled your requirement?  
    Yes No  
    If No, please specify which areas:  
     
  b) Do you satisfied with Value Added Service provided?  
    Yes No  
    If No, would you tell us what is your expectation?  
     
       
  4. Value Added Services Offered / Provided  
  a) Are you aware of Cofreth Helpline (24 hrs emergency hotline) service?  
    Yes No  
  b) If yes, have you used or try the service provided?  
    Yes No  
  c) How often do you used the service provided?  
    Daily Once a Once a Once in More Never Used  
          Week   Month   than 6 Months      
  d) How satisfied are you with the services provided? 5 4 3 2 1 0  
    Comments on you rating (if any):  
     
       
  5. Facilities Servicing Level (Functionality of Services/System Maintained)  
  a) Air conditioning & Ventilation Systems (comfort level) 5 4 3 2 1 0  
  b) Electrical & Lighting System 5 4 3 2 1 0  
  c) Fire Fighting & Protection Systems 5 4 3 2 1 0  
  d) Vacuum System 5 4 3 2 1 0  
  e) Boiler System 5 4 3 2 1 0  
  f) Compressed Air System 5 4 3 2 1 0  
  g) Effuent Treatment Plant (ETP) 5 4 3 2 1 0  
  h) Sewerage Treatment Plant (STP) 5 4 3 2 1 0  
  i) Water Supply System 5 4 3 2 1 0  
  j) Air Scrubber System 5 4 3 2 1 0  
  k) Water Drainage System 5 4 3 2 1 0  
  l) Gas Supply System 5 4 3 2 1 0  
  m) Lift System 5 4 3 2 1 0  
  n) Building/ Civil works 5 4 3 2 1 0  
  o) Engineering Workshop 5 4 3 2 1 0  
  p) Helpdesk Services 5 4 3 2 1 0  
  q) Sub Contractor Management 5 4 3 2 1 0  
  r) Others , please specify 5 4 3 2 1 0  
    Comments on the rating (if any):  
     
       
  6. Considering the total package offered by Cofreth, including customer service, features  
    and benefits, and fees, overall satisfaction of services received: 5 4 3 2 1  
       
  7. If Dissatisfied and Very Dissatisfied, would you please specify what areas that we  
    should improve to serve you better?  
     
       
       
  Thank you for your time and responses. Your feedback will be used to improve our services and to better serve you in future.
  We shall respond to your comments and feedback (if any) within one month upon receiving your response.
   
  If you have any comments and concern about this survey, please contact our QSHE Manager, Cik Rohana Daud at 603-8023 8878 (ext. 500)
  or email at: rohana.daud@cofreth.com.my
   
  (submitted via on )