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  1. Surveys
  2. 2012
  3. January
  4. W
  5. Word-Import - 1
0%
Exit Survey »
 
 
Welcome to 'HCL's Program level Customer Satisfaction Survey Jan-2012'. The survey is being administered by Corporate Quality Team - Customer Advocacy Group, HCL BPO Business Services for taking a feel of your experience on services delivered by our teams.

Your feedback will be treated with due confidentiality and will be used only for process improvement purposes.

Thanks for your time.

Click Continue button below.
 
 
 
OVERALL OPINION
 
Considering all the aspects of your interaction with HCL in the last one-year, please indicate your opinion vis-à-vis the statements mentioned in the table below. Please use the 7-point scale and indicate your response in the column.
Strongly disagree Disagree Partially disagree Neutral Partially agree Agree Strongly agree N/A
Considering all aspects of your interactions, you are very satisfied with your experience with HCL
You will definitely continue to use HCL for your future needs
If a professional associate/colleague has a need for BPO Services, you will definitely recommend HCL
You believe that HCL delivers the best value for money
 
 
 
What in your opinion are the things that HCL does well?
   
 
 
 
What are the areas HCL needs to add or strengthen?
   
 
 
 
PERFORMANCE FEEDBACK
 
 
 
In respect of the parameters listed below, please indicate your satisfaction with HCL over the last one year. Please use the 7-point scale and indicate your response in the column.
 
 
Engagement Phase
Very dissatisfied Dissatisfied Somewhat dissatisfied Neutral Somewhat satisfied Satisfied Very Satisfied N/A
a. Interactions before the start of the engagement
b. Exhibiting requirement elicitation skills
c. Sales phase
d. Discovery phase
e. Transition period
f. Steady state operations
g. Overall impression – Engagement Phase
 
 
Execution
Very dissatisfied Dissatisfied Somewhat dissatisfied Neutral Somewhat satisfied Satisfied Very Satisfied N/A
a. Meeting SLAs
b. Business model working seamlessly between on-site and offshore components
c. Proactively identifying and managing risk
d. Third party contract management
e. Processes / Methodologies
f. Deploying Tools and methodologies for effective execution
g. Change management
h. Complaint management and associated responsiveness
i. Innovative approach
j. Technology Infrastructure
k. Data security
l. Delivery within budgets and time commitments
m. Quality of deliverables
n. Performing services right, the first time
o. Overall impression – Execution
 
 
Governance
Very dissatisfied Dissatisfied Somewhat dissatisfied Neutral Somewhat satisfied Satisfied Very Satisfied N/A
a. Collaborating effectively with your team
b. Documentation
c. Reports/Timelines/Accuracy
d. Overall impression - Governance
 
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