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Home > Customer Satisfaction Survey 2008

Customer Satisfaction Survey 2008

We take feedback from our customers very seriously and would really appreciate two or three minutes of your time to take part in our short survey, part of a review of customer satisfaction within the UK. The survey covers two principle areas: service delivery and support. Our objective is to ensure we continue to provide a high quality of service to our customers and to better identify the areas where improvements may be made.

There are a total of 20 questions and 2 further opportunities to leave additional comments. Please rate your answers on a scale of 1-10, 1 being the least satisfied and 10 being the most satisfied. All fields on this form are required, apart from the two additional comments fields.

Questions on Services

Please note: "Service Request" means a request for assistance with IFS products or functions, and the use thereof. Normally this will involve your project manager or the allocation of an application/technical consultant. This may cover training, consulting, development or database/systems engineering activities.

1	Responsiveness of IFS to your service requests
2	The attitude of the IFS Consultant(s) servicing your request
3	The extent to which a service request is generally fulfilled
4	The competence of individuals within IFS Consulting Services
5	The lead time on work packages provided by IFS Technical Services
6	The quality of work packages provided by IFS Technical Services
7	The content of Customer Days
8	The organisation of Customer Days
9	Communication from IFS UK on products, services and functionality
10	How satisfied you are overall with service delivery from IFS UK

Any additional comments on the service you have received from the Consulting or Technical teams, or how it could be improved:

Questions on Support

Please note: "Response Time" means the time it takes for the case to be accepted and initial investigations to begin and "Resolution Time" means the time it takes for the case to be completely resolved and closed.

1	The initial Response Time for your issues
2	The overall Resolution Time for your support issues
3	The extent to which the solution resolves the reported issue
4	The number of updates & visibility of progress on issues
5	The extent to which resolved issues do not reoccur
6	The competence of individuals in the Support organisation
7	The attitude of the Support consultants dealing with your issues
8	The usefulness of the ISC in reporting & managing your issues
9	The overall quality of support patch releases
10	How satisfied you are with the overall support service

Any additional comments on the service you have received from the UK Support team or how it could be improved:

Your Details

Title:	(if "Other", please state title with your name)
Name:
Job Title:
Company:

For additional information, contact:

Christine Murphy, Marketing Manager
Telephone: +44 (0)1494 428900
Fax: +44 (0)1494 428907
E-mail: christine.murphy@ifs.co.uk

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