Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

7/26/2019 Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

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Philippines CSAT

Customer Satisfaction Survey for Philippines IT Services

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Respond to this Survey Actions View: Graphical Summary

1. (A) Demographics

Yes

1 (100%)

No

0 (0%)

Total: 1

2. (1) Position

None

0 (0%)

Staff (Rank and File)0 (0%)

Supervisor/Team Leader

0 (0%)

Officer Level Staff

1 (100%)

Managerial level and Above

0 (0%)

Total: 1

3. (2) Business Unit

CIS

0 (0%)

Journals

0 (0%)

Customer Service

0 (0%)

Conversion

0 (0%)

Education

0 (0%)

Information Technology

0 (0%)

Human Resources

0 (0%)

Technology Solutions

0 (0%)

Production Support

0 (0%)
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Business Process Analyst

1 (100%)

Total: 1

4. (3) Location

Paranaque

1 (100%)

Laguna

0 (0%)

Dumaguete

0 (0%)

Hanoi

0 (0%)

Total: 1

5. (4) For the past 3-months, how often do you request for the following services from the Information

Technology Group:

Daily WeeklyMonthly

(%) 0 0 100 0

- Password resetting

1 2 3 N/A

(%) 0 0 0 100

- Creation / modification / deletion of domainaccess and or security door access

1 2 3 N/A

(%) 0 0 0 100

- Creation / modification / deletion of emailaccount

1 2 3 N/A

(%) 0 0 0 100

- Hardware installation (including set-up of PC andlaptop and its peripheral)

1 2 3 N/A

(%) 0 0 0 100

- Software installation and trouble shooting

1 2 3 N/A

(%) 0 0 0 100

- Installation and activation of network (ports,printer, phone, and video conferencingconfiguration)

1 2 3 N/A(%) 0 0 0 100

- General Software / Font Installation

1 2 3 N/A

(%) 0 0 0 100

- Account Creation Request

1 2 3 N/A

Total: 1

6. (4.1) Others (Please specify)


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Total: 0

7. (B) General

Note:------Rate Each Question With The Following Choices :1 - Very Dissatisfied (VD)2 - Not Satisfied (NS)3 - Neutral (N)4 - Satisfied (S)

5 - Very Satisfied (VS)N/A

Yes

1 (100%)

No

0 (0%)

Total: 1

8. (1) How satisfied are you with IT staff's courteousness and helpfulness?

V D N V S

(%) 0 0 0 100 0 0

- Service Desk

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

- Technical Support Group

1 2 3 4 5 N/A

Total: 1

9. (1.1) Comments

Total: 0

10. (2) How satisfied are you with their ability to understand your problem?

V D N V S

(%) 0 0 0 100 0 0

- Service Desk

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

- Technical Support Group

1 2 3 4 5 N/A

Total: 1

11. (2.1) Comments

Total: 0

12. (3) How Satisfied are you with the length of time that your issue was acknowledged?

V D N V S

(%) 0 0 0 100 0 0

- Service Desk


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1 2 3 4 5 N/A

Total: 1

13. (3.1.) Comments

Total: 0

14. (C) LANDesk - SPI Content Ticketing Tool

Yes

1 (100%)

No

0 (0%)

Total: 1

15. (4) How easy is it to use LANDesk to file your Tickets?

Difficult

0 (0%)

Somewhat Difficult

0 (0%)

Neutral

0 (0%)

Somewhat Easy

1 (100%)

Easy

0 (0%)

N/A

0 (0%)

Total: 1

16. (4.1) Comments

Total: 0

17. (D) Technical Support Group

Yes

1 (100%)

No

0 (0%)

Total: 1

18. (5) How satisfied are you with regard to the serv ice/maintenance of desktop hardware?

V D N V S

(%) 0 0 100 0 0 0

-


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1 2 3 4 5 N/A

Total: 1

19. (6) How satisfied are you with regard to TSG's ability to troubleshoot software problems?

V D N V S

(%) 0 100 0 0 0 0

-

1 2 3 4 5 N/A

Total: 1

20. (7) Please rate your latest experience with Technical Support Group

V D N V S

(%) 0 100 0 0 0 0

-

1 2 3 4 5 N/A

Total: 1

21. (D.1) Comments

Total: 0

22. (E) Network and Telecommunication Support Group

Yes

1 (100%)

No

0 (0%)

Total: 1

23. (8) Rate your overall satisfaction with regard to availability and reliability of the Network.

V D N V S

(%) 0 0 0 100 0 0

-

1 2 3 4 5 N/A

Total: 1

24. (9) Rate your overall satisfaction with regard to speed in accessing Client Servers, Internal Network, andFTPs using SPi Network.

V D N V S

(%) 0 0 0 100 0 0

-

1 2 3 4 5 N/A

Total: 1

25. (10) Rate your overall satisfaction with regard to availability and reliability of CISCO Telephone System?

V D N V S

(%) 0 0 100 0 0 0

-


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1 2 3 4 5 N/A

Total: 1

26. (E.1) Comments

Total: 0

27. (F) Information Security Group

Yes

1 (100%)

No

0 (0%)

Total: 1

28. (11) How satisfied are you with the Information Security Awareness Program?(i.e. online Info Sec Awareness training v ia CBT, classroom training, email postcards, etc.)

V D N V S

(%) 0 0 100 0 0 0-

1 2 3 4 5 N/A

Total: 1

29. (12) How satisfied are you with the way the internal Information Security or IMS Audit is being conducted?

V D N V S

(%) 0 0 0 100 0 0

-

1 2 3 4 5 N/A

Total: 1

30. (13) How Satisfied are you with the Effectiveness of the IT Security Group in the implementation of ITSecurity?(i.e. combination of HR security, physical security, Technical security, BCP, etc.)

V D N V S

(%) 0 0 100 0 0 0

-

1 2 3 4 5 N/A

Total: 1

31. (F.1) Comments

Total: 0

32. (G) Systems Administration and Email Management

Yes

1 (100%)

No


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0 (0%)

Total: 1

33. (14) How satisfied are you with the server services and availability?

V D N V S

(%) 0 0 0 100 0 0

-

1 2 3 4 5 N/A

Total: 1

34. (15) How satisfied are you with regard to e-mail services: Accessibility, Reliability and Ease of Use

V D N V S

(%) 0 0 0 100 0 0

- Outlook

1 2 3 4 5 N/A

(%) 0 0 0 0 0 100

- VPN

1 2 3 4 5 N/A

(%) 0 0 0 100 0 0

- OWA

1 2 3 4 5 N/A

(%) 0 0 0 0 0 100

- Blackberry

1 2 3 4 5 N/A

(%) 0 0 0 100 0 0

- iPhone

1 2 3 4 5 N/A(%) 0 0 0 0 0 100

- Windows Phone

1 2 3 4 5 N/A

(%) 0 0 0 0 0 100

- Android Phones

1 2 3 4 5 N/A

Total: 1

35. (G.1) Comments

Total: 0

36. You can Save your Responses and Continue where you Left Off

Yes

1 (100%)

No

0 (0%)

Total: 1


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37. (H) Corporate Solution Development Group

Note:------Rate Each Question With The Following Choices :1 - Very Dissatisfied (VD)2 - Not Satisfied (NS)3 - Neutral (N)4 - Satisfied (S)5 - Very Satisfied (VS)N/A

Yes

1 (100%)

No

0 (0%)

Total: 1

38. (16) How do you rate the support given to you by the CSDG staff?

V D N V S

(%) 0 0 100 0 0 0

-

1 2 3 4 5 N/A

Total: 1

39. (16.1) Comments

Total: 0

40. (17) How do you rate the applications developed by the team, with regard to the following (i.e HRESS,Computer Based training) :

V D N V S

(%) 0 0 100 0 0 0A. Overall quality

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

B. Ease of Use

1 2 3 4 5 N/A

Total: 1

41. (17.1) Comments

Total: 0

42. (I) Service Management Group

Yes

1 (100%)

No

0 (0%)

Total: 1

43. (18) How satisfied are you with regard to SMG services


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V S N V S

(%) 0 0 100 0 0 0

- Software license approval installation(freewareand license software)

1 2 3 4 5 N/A

(%) 0 0 0 100 0 0

- Wireless Communication Devicesadministration(Blackberry & ActiveSync Phone)

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0- IT assets PR assessment

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

- IT assets delivery receiving and asset tagging

1 2 3 4 5 N/A

Total: 1

44. (19) How satisfied are you with Service Management Group regarding:

V D N V S

(%) 0 0 100 0 0 0

- Responsiveness on SMG-related request

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

- Expertise on Services

1 2 3 4 5 N/A

(%) 0 0 100 0 0 0

- Communication and Updates

1 2 3 4 5 N/A

Total: 1

45. (I.1) Comments

Total: 0

46. (J) Technical Account Management and Project Management Group

Yes

1 (100%)

No

0 (0%)

Total: 1

47. (20) How satisfied are you with TAMS services regarding:

V D N V S

(%) 0 0 0 0 0 100

A. Availability and dependability of ProjectManagers

1 2 3 4 5 N/A

(%) 0 0 0 0 0 100

B. Knowledge and competency in identifying theproject needs and requirements


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1 2 3 4 5 N/A

(%) 0 0 0 0 0 100

C. Communication and monitoring of assignedtasks and requests

1 2 3 4 5 N/A

Total: 1

48. (21) How satisfied are you with the implementation of your project?

V D N V S

(%) 0 0 100 0 0 0

-

1 2 3 4 5 N/A

Total: 1

49. (J.1) Comments

Total: 0

50. (K) NOC and Data Center

Yes

1 (100%)

No

0 (0%)

Total: 1

51. (22) How satisfied are you with the 24/7 monitoring of services that is being done by the NOC?

V D N V S

(%) 0 0 0 0 100

-

1 2 3 4 5

Total: 1

52. (23) How satisfied are you with regard to NOCs ability to monitor and escalate connectivity issues andutilization of IT resources?

V D N V S

(%) 0 0 0 0 0 100

-

1 2 3 4 5 N/A

Total: 1

53. (L) Overall

Yes

1 (100%)

No

0 (0%)


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54. (24) How Satisfied are you with the Resolutions provided by IT?

V D N V S

(%) 0 0 100 0 0 0

- Information Technology

1 2 3 4 5 N/A

Total: 1

55. (24.1) Comments

Total: 0

56. (25) How satisfied are you with the IT Group on resolution time to the problem at hand?

V D N V S

(%) 0 0 100 0 0 0

- Information Technology

1 2 3 4 5 N/A

Total: 1

57. (25.1) Comments

Total: 0

58. (26) Overall, how do you rate our IT Group with regard to providing a ''client-oriented" approach?

V D N V S

(%) 0 0 0 100 0

-

1 2 3 4 5

Total: 1

59. Client-oriented :commitment to putting customers first and ability to deliver a consistently high quality service.

(26.1) Comments

Total: 0

60. (27) Rate your overall satisfaction with IT in keeping all IT systems up and running.

V D N V S

(%) 0 0 0 100 0 0

-

1 2 3 4 5 N/A

Total: 1

61. (28) What do you like most about our IT group?

.. .

1 (100%)


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62. (29) Who among our IT staff is/are remarkable for you in terms of good services? (not mandatory to answer

Justin Garcia

1 (100%)

Total: 1

63. (M) Suggestions

Yes

1 (100%)

No

0 (0%)

Total: 1

64. (30) What additional or expanded IT services, information security tools or programs would you like to seeoffered at Content Solutions? (not mandatory to answer)

Total: 0

65. (31) Any comments or suggestions that would help improve IT Services. (not mandatory to answer)

Total: 0

66. Thank you for sparing your time to take part in this survey. Have a nice day!

Yes

1 (100%)

No

0 (0%)

Total: 1

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

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