CLIENT SATISFACTION INQUIRY WITH REGARD TO DELIVERED SCIA SERVICES




For each of the following statements please:
a) indicate the desired service level
b) indicate how you experience the level of SCIA services.


My desired service level is:
My experience with SCIA is:
Low
High
Low
High
1)The time you have to wait before getting response to your support question




2)The willingness of the support staff members to help you




3) The knowledge of support staff member when answering your questions




4) Giving service as promised




5)Keeping you informed concerning the status of your support question




6) Getting an adequate answer to your support demand




7)Giving you immediately the right answer to your question




8)Formulating the right questions




9)The accessibility of the support staff members



10)Knowledge of languages of the support staff members




11)The pro-activity of the support staff member (do they contact you?)




12)IT support of the support (f.ex. FAQ, support website, downloads)




What is your general impression of the service level of SCIA?








Space for additional remarks: