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Surveys
2011
November
C
Customer Satisfaction Survey
Customer Satisfaction Survey
PRODUCT SUPPORT CONTRACT MANAGEMENT
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Customer Satisfaction Survey
Dear Internal Customer,
In 3Q10, Gulfstream Leadership Team elected to form a consolidated Product Support contract management organization to serve the best interests of Gulfstream, our internal business units, and our outside vendors, suppliers, and servicers. Linda Nevius, Senior Manager, was selected to lead this important new department. Linda reports directly to Mike West, Director, Product Support Programs.
While we continue to work as quickly as possible to develop and implement consistent templates, processes and procedures, we wanted to get some early feedback from you, our most important customers. The feedback from this survey will help align our goals, objectives and priorities with those of you and your department(s). Then, about every 6 months, we will check back with you to make sure our progress and performance is continuously improving.
Please answer the questions below based on work performed by our department in 2011. Please complete the survey by February 24, 2012.
Thank you in advance from your Product Support Contract Management Team (PSCM) for your responses to this initial survey. They will help us help you!
Name
(optional)
:
Title
(optional)
:
*
Dept. #:
Service Performance
Critical requirements not met; significant concerns
Does not meet all requirements; some areas of concern
Does not meet all requirements
Meets requirements
Exceeds requirements
Timeliness
- Were your contract matters addressed by your PSCM Team Member(s) in a timely & efficient manner during the Survey Period?
Expectations
- Were your expectations met during the Survey Period in relation to your contract matters?
Responsiveness
- Did your PSCM Team Member(s) respond quickly & sufficiently to your requests (e.g. emails, phone calls, in person, etc.) during the Survey Period?
Risk Evaluation
- Were the potential risks (if any) associated with your contract matter(s) evaluated and communicated to you by your PSCM Team Member(s) during the Survey Period?
Issue Resolution
- Were issues (if any) related to your contract matters resolved to your satisfaction by your PSCM Team Member(s) during the Survey Period?
Cost Savings
- Were cost savings realized for your contract matter(s) during the Survey Period?
Job Knowledge
- Did the PSCM Team Member(s) assigned to your contract matter(s) during the Survey Period have the necessary subject and/or job knowledge?
Trust Factor
- Were you satisfied with the reliability & trustworthiness of your PSCM Team Member(s) during the Survey Period?
Professionalism
- Did you PSCM Team Member(s) display professionalism during the Survey Period?
Follow-Up/Results
- Were follow-ups and related actions (if any) associated with your contract matters performed by your PSCM Team Member(s) to your satisfaction during the Survey Period?
*
Please rank the following in order of importance to you.
Scale: 1 = Least Important to 10 = Most Important
Please only use each number (1 - 10) once:
Timeliness
-- Select --
1
2
3
4
5
6
7
8
9
10
Expectations
-- Select --
1
2
3
4
5
6
7
8
9
10
Responsiveness
-- Select --
1
2
3
4
5
6
7
8
9
10
Risk Evaluation
-- Select --
1
2
3
4
5
6
7
8
9
10
Issue Resolution
-- Select --
1
2
3
4
5
6
7
8
9
10
Cost Savings
-- Select --
1
2
3
4
5
6
7
8
9
10
Job Knowledge
-- Select --
1
2
3
4
5
6
7
8
9
10
Trust Factor
-- Select --
1
2
3
4
5
6
7
8
9
10
Professionalism
-- Select --
1
2
3
4
5
6
7
8
9
10
Follow Up/Results
-- Select --
1
2
3
4
5
6
7
8
9
10
We welcome your comments and/or suggestions!
Please note: After you click "Continue," you do not have to provide your email address to QuestionPro. Just simply close the browser. Thank you again for your participation!
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