| Your Name: | Ricardo Martinez |
| Your Company: | Fedecafe |
| Date: | 03/03/1997 |
| Your E-Mail Address: | rmar@cafedecolombia.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
| 2-Disagree | 1. | OurCo listens well to my problems and issues. |
| 5-Slightly Agree | 2. | OurCo presentations are well done. |
| 6-Agree | 3. | OurCo written reports are clear and of high quality. |
| 6-Agree | 4. | OurCo invoices are accurate and easy to read. |
| 3-Slightly Disagree | 5. | OurCo consultants are readily accessible and approachable. |
2. People/Competency
| 5-Slightly Agree | 6. | The people at OurCo are very professional. |
| 3-Slightly Disagree | 7. | The people I've dealt with at OurCo have been very helpful. |
| 5-Slightly Agree | 8. | The OurCo professionals are competent to solve my issues. |
| 5-Slightly Agree | 9. | The OurCo people know our industry well. |
3. Quality
| 5-Slightly Agree | 10. | The quality of OurCo work is equal to or better than the large consulting firms. |
| 5-Slightly Agree | 11. | OurCo 'gets it right' the first time. |
| 5-Slightly Agree | 12. | OurCo meets its deadlines. |
| 5-Slightly Agree | 13. | OurCo reports and bulletins are of the quality to be circulated to senior managers. |
| 5-Slightly Agree | 14. | OurCo time and cost estimates are accurate. |
4. Training/Advisory
| 6-Agree | 15. | OurCo training classes are very effective. |
| 6-Agree | 16. | OurCo advice is very useful. |
| 6-Agree | 17. | OurCo gives frank and candid advice. |
5. Security/Confidentiality
| 6-Agree | 18. | OurCo maintains confidentiality when discussing their experiences. |
| 6-Agree | 19. | I feel comfortable that the privacy of my information is protected by OurCo. |
6. Value
| 5-Slightly Agree | 20. | OurCo delivers quality consulting for a reasonable price. |
| 5-Slightly Agree | 21. | OurCo services are competitive with other management consulting firms. |
7. Responsiveness
| 5-Slightly Agree | 22. | OurCo fixes any problems that arise with their work fast. |
| 5-Slightly Agree | 23. | The staff of OurCo follows-up well. |
| 5-Slightly Agree | 24. | When I have a problem I can quickly reach an OurCo professional. |
| 5-Slightly Agree | 25. | The OurCo people handle my phone calls courteously and professionally. |
8. Overall Service
| 5-Slightly Agree | 26. | OurCo is an easy company to do business with. |
| 5-Slightly Agree | 27. | OurCo is a service-oriented company. |
| 5-Slightly Agree | 28. | OurCo is a quality consulting firm |
| 5-Slightly Agree | 29. | I would recommend OurCo to my business associates |
| 5-Slightly Agree | 30. | Given the need and the means, I would hire OurCo for another consulting assignment. |
| 5-Slightly 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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