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Surveys
2015
September
C
CSS-AFM - PARL
CSS-AFM - PARL
Customer Satisfaction Survey (CSS) of IT Support by AFM – HCL Insys Pte Ltd
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Dear Sir/Madam,
Thank you for taking time to participate in the Customer Satisfaction Survey (CSS) of IT Support by AFM – HCL Insys Pte Ltd. Your response to this survey will allow us to identify the areas where we can improve ourselves to serve you better.
Should you face any difficulty in filling up the Feedback Form or want more information about the Survey, please email to
[email protected]
with your query.
Note that there are 2 sections to this survey covering the 2 main aspects of AFM service delivery:
· Section I – Service Desk
· Section II – On-site Support
For Questions 1 to 6 and 9 to 12, please rate your satisfaction level according to the following scoring system:
Score 6 - Very Satisfied
Score 5 - Satisfied
Score 4 - Slightly Satisfied
Score 3 - Slightly Dissatisfied
Score 2 - Dissatisfied
Score 1 - Very Dissatisfied
I Agree and press Continue to proceed with the Survey
Section I – Service Desk
(Central contact for all IT problems escalation & tracking.)
Please refer to the below three
Information Sections
while answering the questions from
Section I- Service Desk
:
Service Desk Contact Details:
Contact Number +65-6589 9547
Email Address
[email protected]
SLA Information - Incidents
SL Priority Response Time Resolution Time
1 P1 15 mins 2 hours
2 P2 30 mins 4 hours
3 P3 1 hour 8 hours
4 P4 1 hour 24 hours
HCL Support Staff Details
SL Name Role
1 Alex Desktop Engineer
2 Chester Desktop Engineer
3 RiccoSharad Operations Manager
4 Norizwan Network Support
5 Farid Server Support
How satisfied are you with the following:
Very Satisfied
Satisfied
Slightly Satisfied
Slightly Dissatisfied
Dissatisfied
Very Dissatisfied
Not applicable/Unable to comment
*
Ease to report an IT-related case to our Service Desk?
*
Service Desk’s ability to understand the case you have reported?
*
Service Desk’s ability to communicate effectively and promptly to you?
*
Service Desk’s technical competence in addressing your case?
*
Service Desk’s ability to resolve your case in a timely manner (i.e. within Contract SLA)?
*
Overall, how satisfied are you with our Service Desk’s performance?
Which are the areas you think our Service Desk has done well?
Which are the areas you think our Service Desk can improve?
Section II – On-site Support
Please refer to the below three Information Sections while answering the questions from
Section II- On-site Support
:
Service Desk Contact Details:
Contact Number +65-6589 9547
Email Address
[email protected]
SLA Information - Incidents
SL Priority Response Time Resolution Time
1 P1 15 mins 2 hours
2 P2 30 mins 4 hours
3 P3 1 hour 8 hours
4 P4 1 hour 24 hours
HCL Support Staff Details
SL Name Role
1 Alex Desktop Engineer
2 Chester Desktop Engineer
3 RiccoSharad Operations Manager
4 Norizwan Network Support
5 Farid Server Support
How satisfied are you with the following:
Very Satisfied
Satisfied
Slightly Satisfied
Slightly Dissatisfied
Dissatisfied
Very Dissatisfied
Not applicable/Unable to comment
*
On-site Support’s ability to resolve your case in a timely manner (i.e. within Contract SLA)?
*
On-site Support’s technical competence in addressing your case?
*
On-site Support’s ability to communicate effectively with you?
*
Overall, how satisfied are you with our On-site Support’s performance?
Which are the areas you think our On-site Support has done well?
Which are the areas you think our On-site Support can improve?
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