SCDF-1170

Dear Sir/Madam,

Thank you for taking time to participate in the Customer Satisfaction Survey (CSS) of IT Support by AFM – HCL Insys Pte Ltd. Your response to this survey will allow us to identify the areas where we can improve ourselves to serve you better.

Should you face any difficulty in filling up the Feedback Form or want more information about the Survey, please email to [email protected] with your query.

Note that there are 2 sections to this survey covering the 2 main aspects of AFM service delivery:
· Section I – Service Desk
· Section II – On-site Support

For Questions 1 to 6 and 9 to 12, please rate your satisfaction level according to the following scoring system:
Score 6 - Very Satisfied
Score 5 - Satisfied
Score 4 - Slightly Satisfied
Score 3 - Slightly Dissatisfied
Score 2 - Dissatisfied
Score 1 - Very Dissatisfied

I Agree and press Continue to proceed with the Survey

Section I – Service Desk

How satisfied are you with the following:

	Very Satisfied	Satisfied	Slightly Satisfied	Slightly Dissatisfied	Dissatisfied	Very Dissatisfied	Not applicable/Unable to comment
* Ease to report an IT-related case to our Service Desk?

* Service Desk’s ability to understand the case you have reported?

* Service Desk’s ability to communicate effectively and promptly to you?

* Service Desk’s technical competence in addressing your case?

* Service Desk’s ability to resolve your case in a timely manner (i.e. within agreed timeline)?

* Overall, how satisfied are you with our Service Desk’s performance?

Which are the areas you think our Service Desk has done well?

Which are the areas you think our Service Desk can improve?

Section II – On-site Support

How satisfied are you with the following:

Which are the areas you think our On-site Support has done well?

Which are the areas you think our On-site Support can improve?