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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