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CUSTOMER SATISFACTION SURVEY |
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(For Year ) |
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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 understand your needs by taking a few moments to complete this short survey. |
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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. |
Facility Management (FM) Team |
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(a) |
Appearance and politeness of the FM team. |
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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) |
Knowledgeable and reliable in handling work requests / problems. |
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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) |
Accessible (easy to get) when contacted / needed. |
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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) |
Friendly and helpful when dealing with inquiries /request. |
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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) |
Handling assigned task/ work / project in professional 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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Comments on the ratings (if any) : |
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2. |
Customer Experience on Quality of Services Provided |
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(a) |
Complaint, request or inquiries were promptly response / attended. |
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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) |
Problems / request is resolved or dealt within the agreed timeline. |
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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) |
Accurate and timely feedback / report received on work status / complaint made. |
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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) |
Adequate information / solutions / advise provided on problems raised. |
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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) |
Proactive measures are taken to reduce breakdown / problem / complaint . |
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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) |
Works are carried out in accordance to health, safety & environmental (HSE) |
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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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procedures / requirements. |
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Comments on the ratings (if any) : |
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3. |
Contractual Requirements and Value of Services |
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a) |
Our services rendered fulfilled your requirement? |
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Yes |
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No |
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If No, please specify which areas: |
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b) |
Do you satisfied with Value Added Service provided? |
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Yes |
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No |
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If No, would you tell us what is your expectation? |
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4. |
Value Added Services Offered / Provided |
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a) |
Are you aware of Cofreth Helpline (24 hrs emergency hotline) service? |
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Yes |
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No |
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b) |
If yes, have you used or try the service provided? |
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Yes |
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No |
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c) |
How often do you used the service provided? |
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Daily |
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Once a |
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Once a |
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Once in More |
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Never Used |
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Week |
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Month |
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than 6 Months |
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d) |
How satisfied are you with the services provided? |
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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 you rating (if any): |
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5. |
Facilities Servicing Level (Functionality of Services/System Maintained) |
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a) |
Management, Coordination and Administration of Sub contractor 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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b) |
Administration of Office Maintenance |
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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) |
Cleaning 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) |
Food and Beverages 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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e) |
Landscaping 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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f) |
Pest Control 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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g) |
Project Management 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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h) |
Administration of Essential M&E Services |
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i) Access Control |
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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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ii) Air conditioning 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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iii) Electrical & Fire Fighting 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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i) |
Document Management (Disposal of Confidential Documents) |
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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) |
Administration of Homepage, In-House safety Induction, 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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k) |
Reception 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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Comments on the rating (if any): |
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6. |
Considering the total package offered by Cofreth, including customer service, features |
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and benefits, and fees, overall satisfaction of services received: |
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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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7. |
If Dissatisfied and Very Dissatisfied, would you please specify what areas that we |
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should improve to serve you better? |
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Thank you for your time and responses. Your feedback will be used to improve our services and to better serve you in future. |
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We shall respond to your comments and feedback (if any) within one month upon receiving your response. |
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If you have any comments and concern about this survey, please contact our QSHE Manager, Cik Rohana Daud at 603-8023 8878 (ext. 500) |
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or email at: rohana.daud@cofreth.com.my |
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QSHE CS-14; Revision 13 |