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  1. Surveys
  2. 2015
  3. October
  4. A
  5. AFM-1040
0%
Questions marked with an * are required
 
 
Dear Sir/Madam,

Thank you for taking time to participate in the Customer Satisfaction survey for IDA(T)1040 Facility Management Services bulk tender (HCL Insys Pte). Your participation and valuable feedback will enable 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.

There are altogether 4 sections in this survey:
* Section 1 - Customer Profile
* Section 2 - Assessment of Service on various Quality Attributes
* Section 3 - Assessment of Service Offerings
* Section 4 - Overall Assessment of IDA(T)1040 Facility Management Services bulk tender (HCL Insys Pte.Ltd)
 
 
 
Please provide the below details in order to proceed with the Survey:
 
 
* Please provide your Email id:
   
 
 
* Please select your Agency:
 
 
Section 1: FM1040 Customer Profile
 
 
 
* Please select your division/group from the list below:
Corporate Services Department (CSD) Executive Management (Exe Mgmt) Information Technology Division (ITD) Agency Vendor
 
 
 
* How many years have you been with this organization you are assigned, including the years you have spent in the agency? Please round up to the nearest year.
Less than 1 year Between 1 to 3 years Between 4 to 5 years Between 6 to 10 years More than 10 years
 
 
 
* What is your primary role?
Requestor Approving Officer Report Officer
 
 
 
Section 2: Assessment of Service on various Quality Attributes
 
 
 
Section 2A: Functional Group - FM On-Site Technical Support
 
 
 
The FM On-Site Technical team responds to technical related queries, resolves On-site Agency FM1040 incidents / problems and delivers FM1040 Services (such as service request). In addition, the team also need to monitor and ensure that the SLAs (Service Level Agreement) are met. This includes all on-site and rotating off-site staff and they comprise FM On-site Technical Support, Server Management, Network services, Asset management & Desktop support services/teams.
 
 
How satisfied are you with the FM On-Site Technical support on the following parameters:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* Accuracy (Provide accurate and timely information)
* Customer Service Orientation (Possess a desire to assist and serve customers to meet their needs)
* Responsiveness (Provide prompt service in responding to customers' technical queries, actions taken and follow-up actions for every engagement)
* Professionalism (Demonstrate professional service delivery and effective communication)
* Product / Service / Technical Expertise (Demonstrate ability, skills and experience to perform work in a knowledgeable and timely manner)
 
 
 
Please share with us an experience when you were SATISFIED with FM On-Site Technical Support.
   
 
 
 
Please share with us an experience, if any, when you were DISSATISFIED with FM On-Site Technical Support.
   
 
 
 
Please SUGGEST ways in which FM On-Site Technical Support can serve you better:
   
 
 
 
Section 2B: Functional Group - FM Off-Site Technical Support
 
 
 
The FM Off-site (eg. GDC and Command Centre) team responds to technical related queries, resolves GDC specific FM1040 incidents / problems and delivers FM1040 Services (such as service request). In addition, the team will also need to monitor and ensure that the SLAs (Service Level Agreement) are met. They comprise FM – GDC Technical Support, Data Centre, Data centre management, Server Management, Network services, Asset management and Service Desk services/teams.
 
 
How satisfied are you with the FM Off-Site Technical support on the following parameters:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* Accuracy (Provide accurate and timely information)
* Customer Service Orientation (Possess a desire to assist and serve customers to meet their needs)
* Responsiveness (Provide prompt service in responding to customers' technical queries, actions taken and follow-up actions for every engagement)
* Professionalism (Demonstrate professional service delivery and effective communication)
* Product / Service / Technical Expertise (Demonstrate ability, skills and experience to perform work in a knowledgeable and timely manner)
 
 
 
Please share with us an experience when you were SATISFIED with FM Off-Site (e.g. GDC and Command Centre) Technical Support.
   
 
 
 
Please share with us an experience, if any, when you were DISSATISFIED with FM Off-Site (e.g. GDC and command centre) Technical Support.
   
 
 
 
Please SUGGEST ways in which FM Off-Site (e.g. GDC and command centre) Technical Support can serve you better.
   
 
 
 
Section 2C: Functional Group - Enterprise Monitoring Services (ESMS) Services
 
 
 
This is essentially the monitoring mechanism related to various services being offered. Eg.database monitoring, network monitoring, application services monitoring, URL/web monitoring etc.
 
 
How satisfied are you with the ESMS Services on the following parameters:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* Accuracy (Provide accurate and timely information)
* Customer Service Orientation (Possess a desire to assist and serve customers to meet their needs)
* Responsiveness (Provide prompt service in responding to customers' technical queries, actions taken and follow-up actions for every engagement)
* Professionalism (Demonstrate professional service delivery and effective communication)
* Product / Service / Technical Expertise (Demonstrate ability, skills and experience to perform work in a knowledgeable and timely manner)
 
 
 
Please share with us an experience when you were SATISFIED with Enterprise Monitoring Services (ESMS) Services.
   
 
 
 
Please share with us an experience, if any, when you were DISSATISFIED with Enterprise Monitoring Services (ESMS) Services.
   
 
 
 
Please SUGGEST ways in which Enterprise Monitoring Services (ESMS) Services can serve you better.
   
 
 
 
Section 2D: Functional Group - Off-Site Storage Services Team
 
 
 
The team will store tapes offsite, return tapes back to FM operation team.
 
 
How satisfied are you with the Off-Site Storage Services Team on the following parameters:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* Accuracy (Provide accurate and timely information)
* Customer Service Orientation (Possess a desire to assist and serve customers to meet their needs)
* Responsiveness (Provide prompt service in responding to customers' technical queries, actions taken and follow-up actions for every engagement)
* Professionalism (Demonstrate professional service delivery and effective communication)
* Product / Service / Technical Expertise (Demonstrate ability, skills and experience to perform work in a knowledgeable and timely manner)
 
 
 
Please share with us an experience when you were SATISFIED with Other Services (Off-Site Storage Services & Administrative Services).
   
 
 
 
Please share with us an experience, if any, when you were DISSATISFIED with Other Services (Off-Site Storage Services & Administrative Services).
   
 
 
 
Please SUGGEST ways in which Other Services (Off-Site Storage Services & Administrative Services) can serve you better.
   
 
 
 
Section 2E: Functional Group - HCL Technical Service Manager (TSM)
 
 
 
This role ensures timely and accurate delivery of FM1040 Services, availability of the resources, regular service delivery review with customers, etc.
 
 
How satisfied are you with the HCL Technical Service Manager on the following parameters:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* Accuracy (Provide accurate and timely information)
* Customer Service Orientation (Possess a desire to assist and serve customers to meet their needs)
* Responsiveness (Provide prompt service in responding to customers' technical queries, actions taken and follow-up actions for every engagement)
* Professionalism (Demonstrate professional service delivery and effective communication)
* Product / Service / Technical Expertise (Demonstrate ability, skills and experience to perform work in a knowledgeable and timely manner)
 
 
 
Please share with us an experience when you were SATISFIED with FM1040 Technical Services Manager:
   
 
 
 
Please share with us an experience, if any, when you were DISSATISFIED with FM1040 Technical Services Manager:
   
 
 
 
Please SUGGEST ways in which FM1040 Technical Services Manager can serve you better:
   
 
 
 
Section 3: Assessment of FM1040 Services
 
 
How satisfied are you with the following:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* FM On-Site Technical Support Services
* FM Off-site (GDC) Technical Support Services
* Data Centre Management
* Network Services
* Asset Management Services
* Desktop Support Services
* Service Desk Services
* Server Management Services
* ESMS - Application Monitoring
* ESMS - Database Monitoring Services
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied N/A
* ESMS - Network Monitoring Services
* ESMS - OS Monitoring Service
* ESMS - URL/Web Monitoring Services
* Other Services - Off-Site Storage Service (by Recall)
* Other Services - Off-Site Storage Service (by Crown)
* Administrative services
 
 
 
Section 4 : Overall Assessment of FM1040 Services
 
 
 
* Overall I am satisfied with the services provided by FM1040.
Strongly Agree Agree Somewhat Agree Somewhat Disagree Disagree Strongly Disagree N/A
 
 
 
* How likely is it that you would recommend HCL’s services (provided by FM1040) to a friend or colleague? (10 – Extremely  Likely, 0 – Not at all likely)
10 9 8 7 6 5 4 3 2 1
0 Prefer not to rate