Customer Satisfaction Survey 2009 DEFENCE BUSINESS UNIT

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Customer Satisfaction Survey 2009
Defence Business Unit

Dear Valued Customer,

We want to thank you for giving us the opportunity to serve you. Kindly help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We are committed to improve our service and want to make sure we meet your expectations.

In appreciation of your valuable feedback, we will send you a token of appreciation shortly.

Thank you.

1.	General Information
1.1	Name of Customer:
1.2	Designation:
1.3	Department:
1.4	Company Name:
1.5	Tel no:
1.6	Fax no:
1.7	Email Address:
2.	Please select the division(s) or department(s) of Defence Business Unit that has(have) been serving you:
	Instrument Calibration Center ATE Center Engineering & Production Division Marine Electronics Division Marketing Division Radar & Control Division Weapons & Electronics Systems Division
3.	Please name our staff that you have worked with, and write briefly on your impression of him/her:
3.1	Name #1:
	Your Impression:
3.2	Name #2:
	Your Impression:
4.	Please name the systems/products/services you have purchased/enquired from us:

5.	Please list out any new products/services that you would like us to offer in the near future:

For each of the following areas, please select the number that indicates your satisfaction level, with 1 = Very Dissatisfied, 10 = Very Satisfied.
6.	SALES (IF APPLICABLE)
6.1	Availability of our staff to attend to your enquiries
6.2	Punctuality in submitting quotations

7.	PROJECT ENGINEERING / MAINTENANCE SERVICES (IF APPLICABLE)
7.1	Ability to provide effective solutions to meet requirements
7.2	Updating you on work progress
7.3	Meeting deadlines/Turn Around Time (TAT)
7.4	Quality of our Services

8.	WARRANTY SUPPORT SERVICES (IF APPLICABLE)
8.1	Ability to resolve problems
8.2	Updating you on work progress

9	REPAIR AND CALIBRATION OR TEST AND MEASURING EQUIPMENT (IF APPLICABLE)
9.1	Understanding of your needs
9.2	Quality of calibration/repair services
9.3	Ability to meet deadlines/Turn Around Time (TAT)
9.4	Adequacy of measurement standards and certification requirements

10.	LOCAL/OVERSEAS SUPPLIERS AND OEMS (IF APPLICABLE)
10.1	Effectiveness in administrating the local/overseas purchase and subcontract jobs
10.2	Promptness to update local/overseas purchase and subcontract job status
11.	Please select from the following area(s) that you think we can improve on:
	Sales Support Maintenance & Engineering Services Warranty Support Repair & Calibration Support Local / Overseas Supplier & OEM Support
	Please elaborate in what way we can further improve on the area(s) that you have selected?


12.	General
12.1.	We are a "Customer-Oriented" Company
12.2	We focus well on your organization's needs
12.3	We provide value for money solutions / services
12.4.	Ability to understand your concern and provide viable solutions
12.5	Ability to meet delivery schedules
12.6	Thoroughness and completeness of work done
12.7a	Responsiveness to sales enquiries
12.7b	Responsiveness to technical enquiries
12.7c	Responsiveness to service requests
12.7d	Responsiveness to enquiries on delivery, billing and admin issues
12.8	Receptivity to customers' suggestion
12.9	Competency and knowledge of our staff
12.10	On the whole, how would you rate our performance?
12.11	How would you rate us against your other contractors/suppliers?
13.	Please describe your best experience working with us.

14.	Please describe your worse experiences (if any) working with us.

15.	In general, please describe your feelings towards working with us. Also, please let us know how we can improve to serve you better.

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.
Many thanks and we wish you a great day ahead.

Customer Satisfaction Survey 2009Defence Business Unit

Customer Satisfaction Survey 2009
Defence Business Unit