| Your Name: | Joel Myers |
| Your Company: | The Centre Group |
| Date: | 10/14/1996 |
| Your E-Mail Address: | jmyers@memphisonline.com required |
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The following is a checklist for rating customer satisfaction with OurCo. Answer the questions as honestly as possible, using a the following 7 point scale. In order to complete the survey, you must provide an answer to all except the final four questions. If you don't have an opinion on a particular statement or have insufficient experience with our company to answer, enter a 4.
1. Communications
| 6-Agree | 1. | OurCo listens well to my problems and issues. |
| 7-Strongly Agree | 2. | OurCo presentations are well done. |
| 3-Slightly Disagree | 3. | OurCo written reports are clear and of high quality. |
| 2-Disagree | 4. | OurCo invoices are accurate and easy to read. |
| 6-Agree | 5. | OurCo consultants are readily accessible and approachable. |
2. People/Competency
| 6-Agree | 6. | The people at OurCo are very professional. |
| 6-Agree | 7. | The people I've dealt with at OurCo have been very helpful. |
| 3-Slightly Disagree | 8. | The OurCo professionals are competent to solve my issues. |
| 7-Strongly Agree | 9. | The OurCo people know our industry well. |
3. Quality
| 6-Agree | 10. | The quality of OurCo work is equal to or better than the large consulting firms. |
| 4-Neutral or Unknown | 11. | OurCo 'gets it right' the first time. |
| 3-Slightly Disagree | 12. | OurCo meets its deadlines. |
| 4-Neutral or Unknown | 13. | OurCo reports and bulletins are of the quality to be circulated to senior managers. |
| 4-Neutral or Unknown | 14. | OurCo time and cost estimates are accurate. |
4. Training/Advisory
| 4-Neutral or Unknown | 15. | OurCo training classes are very effective. |
| 4-Neutral or Unknown | 16. | OurCo advice is very useful. |
| 4-Neutral or Unknown | 17. | OurCo gives frank and candid advice. |
5. Security/Confidentiality
| 4-Neutral or Unknown | 18. | OurCo maintains confidentiality when discussing their experiences. |
| 4-Neutral or Unknown | 19. | I feel comfortable that the privacy of my information is protected by OurCo. |
6. Value
| 4-Neutral or Unknown | 20. | OurCo delivers quality consulting for a reasonable price. |
| 4-Neutral or Unknown | 21. | OurCo services are competitive with other management consulting firms. |
7. Responsiveness
| 6-Agree | 22. | OurCo fixes any problems that arise with their work fast. |
| 6-Agree | 23. | The staff of OurCo follows-up well. |
| 2-Disagree | 24. | When I have a problem I can quickly reach an OurCo professional. |
| 2-Disagree | 25. | The OurCo people handle my phone calls courteously and professionally. |
8. Overall Service
| 7-Strongly Agree | 26. | OurCo is an easy company to do business with. |
| 7-Strongly Agree | 27. | OurCo is a service-oriented company. |
| 5-Slightly Agree | 28. | OurCo is a quality consulting firm |
| 6-Agree | 29. | I would recommend OurCo to my business associates |
| 6-Agree | 30. | Given the need and the means, I would hire OurCo for another consulting assignment. |
| 6-Agree | 31. | Overall, I am satisfied with the consulting service I have received from OurCo. |
The following questions are optional. Your answers may be as long or short as you like.
32. What things about our service need to change or improve?
33. What should stay the same at OurCo?
34. If you were in charge of running OurCo, what would be your top priorities?
35. Other Comments?
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