| Your Name: | Tom Jones |
| Your Company: | TestCo |
| Date: | 09/12/1996 |
| Your E-Mail Address: | tjones@testco.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
| 4-Neutral or Unknown | 1. | OurCo listens well to my problems and issues. |
| 5-Slightly Agree | 2. | OurCo presentations are well done. |
| 7-Strongly Agree | 3. | OurCo written reports are clear and of high quality. |
| 5-Slightly Agree | 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. |
| 5-Slightly Agree | 7. | The people I've dealt with at OurCo have been very helpful. |
| 6-Agree | 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. |
| 5-Slightly Agree | 11. | OurCo 'gets it right' the first time. |
| 4-Neutral or Unknown | 12. | OurCo meets its deadlines. |
| 6-Agree | 13. | OurCo reports and bulletins are of the quality to be circulated to senior managers. |
| 6-Agree | 14. | OurCo time and cost estimates are accurate. |
4. Training/Advisory
| 3-Slightly Disagree | 15. | OurCo training classes are very effective. |
| 6-Agree | 16. | OurCo advice is very useful. |
| 5-Slightly Agree | 17. | OurCo gives frank and candid advice. |
5. Security/Confidentiality
| 5-Slightly 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
| 3-Slightly Disagree | 20. | OurCo delivers quality consulting for a reasonable price. |
| 5-Slightly Agree | 21. | OurCo services are competitive with other management consulting firms. |
7. Responsiveness
| 7-Strongly Agree | 22. | OurCo fixes any problems that arise with their work fast. |
| 5-Slightly Agree | 23. | The staff of OurCo follows-up well. |
| 6-Agree | 24. | When I have a problem I can quickly reach an OurCo professional. |
| 4-Neutral or Unknown | 25. | The OurCo people handle my phone calls courteously and professionally. |
8. Overall Service
| 4-Neutral or Unknown | 26. | OurCo is an easy company to do business with. |
| 5-Slightly Agree | 27. | OurCo is a service-oriented company. |
| 3-Slightly Disagree | 28. | OurCo is a quality consulting firm |
| 6-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. |
| 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?
Test
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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