Customer Satisfaction Survey



Name of Project: ______________________________________________________________________

Project Information

1. Which of the following services did the ETS SF provide? (check all appropriate services)

θ Develop a new product

θ Modify an existing product

θ Software engineering or project management support

θ Other _______________________________________

2. Have you used the services of the ETS SF before? θ Yes θ No

3. Please indicate the importance to you of the following aspects of quality

(1: not important, 3: important, 5: very important)

1 2 3 4 5

a. Satisfies all requirements μ μ μ μ μ

b. Cost μ μ μ μ μ

c. Timely delivery μ μ μ μ μ

d. Reliability μ μ μ μ μ

e. Usability μ μ μ μ μ

f. Maintainability__________________________ μ μ μ μ μ

g. Other_________________________________ μ μ μ μ μ

h. Other_________________________________ μ μ μ μ μ

ETS SF

4. Please rate your overall level of satisfaction with the ETS SF.

(1: not at all satisfied, 3: satisfied, 5: very satisfied)

1 2 3 4 5 na

a. Current μ μ μ μ μ μ

b. One Year ago μ μ μ μ μ μ

5. Would you: (1: never, 3: yes, 5: always)

1 2 3 4 5

a. Use the ETS SF again μ μ μ μ μ

b. Recommend the ETS SF to others μ μ μ μ μ

Product

6. Did the product (1: not at all, 3: yes, 5: exceeded)

1 2 3 4 5

a. meet your expectations μ μ μ μ μ

b. satisfy your requirements μ μ μ μ μ

7. Please rate your level of satisfaction with the product.

(1: not at all satisfied, 3: satisfied, 5: very satisfied)

1 2 3 4 5 na

a. Timeliness of delivery μ μ μ μ μ μ

b. Reliability μ μ μ μ μ μ

c. Delivery and Installation μ μ μ μ μ μ

d. Documentation μ μ μ μ μ μ

e. In-service support μ μ μ μ μ μ

Note: To respond to the multiple choice, “copy and paste” this character: X in place of the circle.

Project Management

8. Please rate your level of satisfaction with the following aspects of Project Management.

(1: not at all satisfied, 3: satisfied, 5: very satisfied)

1 2 3 4 5 na

a. Control of scope μ μ μ μ μ μ

b. Control of project schedule μ μ μ μ μ μ

c. Control of cost μ μ μ μ μ μ

d. Understanding/management of project requirements μ μ μ μ μ μ

e. Identification and management of risks μ μ μ μ μ μ

f. Process of contracting with the ETS SF μ μ μ μ μ μ

g. Knowledge and professionalism of the ETS SF staff μ μ μ μ μ μ

munications μ μ μ μ μ μ

Communications

9. Please rate your level of satisfaction with the following aspects of Communications with the ETS SF.

(1: not at all satisfied, 3: satisfied, 5: very satisfied)

1 2 3 4 5 na

a. Understandable: not excessively technical μ μ μ μ μ μ

b. Timeliness of responses μ μ μ μ μ μ

c. Understanding of customer responsibilities μ μ μ μ μ μ

d. Understanding of ETS SF responsibilities μ μ μ μ μ μ

Miscellaneous

10. Please rate this survey and questionnaire. (1: a waste of time, 3: useful, 5: very useful)

1 2 3 4 5

μ μ μ μ μ

11. If you raised concerns last year: (1: worse 3: yes, 5: significant)

1 2 3 4 5 na

a. Have you noticed any improvements μ μ μ μ μ μ

12. What improvements could be made to increase your level of satisfaction?

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

12. What services would you like to see the ETS SF provide which are not currently available?

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

13. To amplify your response to any question or to raise any new issues, please attach comments.

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