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  1. Surveys
  2. 2014
  3. December
  4. I
  5. Internal

Internal

Internal Survey for After Sales Customer Experience
0%
Exit Survey
 
 
Greetings NASCENT Nation,
        The survey you have received is an internal survey on the SOC, FST, IT and CPM functions within NASCENT.  It is a follow up to the survey that was accomplished a little over a year ago.  Since then there have been a number of changes and initiatives to address the shortcomings that were identified in that survey as well as other opportunities that were recognized.  Examples of these were the creation of the CPM role and department to better define Client ownership through the lifecycle of the relationship, creation of the Site IT department and Tier 2 roles for improved support of escalations, enhanced training for new hires, improved leadership and support of the RMA and FST departments and review and modification of the NASCENT Ticketing System (NTS).  As we evaluate the effectiveness of these and other changes and look to make major strides in 2015, I am eager to get your feedback on both the strengths of these functions as well as those areas where there is opportunity to improve. The survey is anonymous.  It is important to understand both strengths and weaknesses. The survey has been structured to allow easy input of specific feedback and I encourage you to add those wherever appropriate. Finally, I am eager to get your feedback on the survey format as well. We want to accomplish an external survey in the next weeks and would like to evaluate this format for that survey.  Thanks to all of you in advance for taking the time to complete this survey.  
        Best Regards,
                         Stuart
 
 
 
* What is your primary role within NASCENT?
 
Software
 
Product Management
 
Sales/Marketing/Business Development
 
Engineering
 
Quality
 
Manufacturing
 
Logistics
 
Management
 
Prefect
 
Finance
 
FST
 
CPM
 
SOC
 
RMA
 
HR
 
Other
 
 
 
 
* How would you describe your satisfaction with the responsiveness of the NASCENT Support Operations Center (SOC)
 
Very Satisfied
 
Satisfied
 
Neutral
 
Not Satisfied
 
Very Dissatisfied
 
Not Applicable in my role
 
 
 
* How satisfied are you with the verbal communications with NASCENT SOC technicians?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Not Satisfied
 
Very Dissatisfied
 
Not applicable in my role
 
 
 
* How satisfied are you with email communications with the NASCENT Support Operations Center?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Not Satisfied
 
Very Dissatisfied
 
Not applicable in my role
 
 
 
* How satisfied are you with the level of professionalism of NASCENT SOC technicians?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Not Satisfied
 
Very Dissatisfied
 
Not applicable in my role
 
 
 
* How well do you believe that the NASCENT Support Operations Center accomplishes its task of Client Support?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* Have you noticed an improvement in how effective the NASCENT Support Operations Center is for our Clients in 2014?
 
Yes
 
No
 
Not applicable in my role
 
 
 
* SOC Technicians are willing to help you when they are asked to provide assistance.
 
Strongly Agree
 
Agree
 
Disagree
 
Strongly Disagree
 
Not applicable in my role
 
 
 
* SOC technicians willingly share their AGS and Site knowledge to help you get your job done.
 
Strongly Agree
 
Agree
 
Disagree
 
Strongly Disagree
 
Not applicable in my role
 
 
 
* SOC technicians have thoroughly tried to resolve the issue, using information available to them before requesting your assistance.
 
Strongly Agree
 
Agree
 
Disagree
 
Strongly Disagree
 
Not applicable in my role
 
 
 
* When SOC requires your assistance they are well prepared when they approach you.
 
Strongly Agree
 
Agree
 
Disagree
 
Strongly Disagree
 
Not applicable in my role
 
 
 
* SOC technicians continue to use the guidance that you have provided them in the past.
 
Strongly Agree
 
Agree
 
Disagree
 
Strongly Disagree
 
Not applicable in my role
 
 
 
* In what areas do you believe that SOC technicians could be better trained?
   
 
 
 
* Have you noticed an improvement in the communications from the NASCENT Ticketing System in 2014?
 
Yes
 
No
 
Not Applicable
 
 
 
* How satisfied are you with the NASCENT Ticketing System?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Not Satisfied
 
Very Dissatisfied
 
In my role I have no interaction with the ticketing system
 
 
 
* How would you rate the NASCENT Client Program Manager (CPM) responsiveness to your needs?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate the quality of the day-to-day communications with the NASCENT Client Program Manager (CPM)?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate the quality of project communications (proposals, pricing, schedules, new opportunities, etc.) from the NASCENT Client Program Manager (CPM)?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate the timeliness of communications with the NASCENT Client Program Manager (CPM)?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate the efficiency of interaction (results in meaningful use of your time) with the NASCENT CPM?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate the commitment to the Client by the NASCENT CPM?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate NASCENT's CPM's performance in representing the Client within NASCENT?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
Not applicable in my role
 
 
 
* How would you rate NASCENT's IT department's knowledge regarding Networking and System requirements?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I have had no interaction with IT during this period
 
 
 
* How would you rate NASCENT's IT department's willingness to assist with your Network and System issues?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I have had no interaction with IT during this period
 
 
 
* How would you rate NASCENT's IT department's proactivity regarding advising and assisting you with potential Networking and System issues?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I have had no interaction with IT during this period
 
 
 
* How would you rate NASCENT's IT department's responsiveness to your requirements?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I have had no interaction with IT during this period
 
 
 
* How would you rate the overall performance of NASCENT's Information Technology (Hardware, Software and Support)?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
 
 
* How would you rate NASCENT's Field Service Technician's (FST) knowledge regarding Networking and System requirements?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I do not have visibility to this in my role
 
 
 
* How would you rate NASCENT's Field Service Technician department's ability to repair NASCENT's equipment in the field?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I do not have visibility to this in my role
 
 
 
* How would you rate NASCENT's Field Service Technician (FST) department's proactivity regarding advising and assisting you with potential Networking and System issues?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I do not have visibility to this in my role
 
 
 
* How would you rate NASCENT's Field Service Technician (FST) department's willingness to share product and site knowledge to help me do a better job in my role?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I do not have visibility to this in my role
 
 
 
* How would you rate NASCENT's Field Service Technician (FST) department's willingness to help with internal support activities such as manufacturing, RMA, trouble calls, etc?
 
Excellent
 
Good
 
Average
 
Below Average
 
Poor
 
I do not have visibility to this in my role
 
 
 
* Please add any additional comments or suggestions which would help to improve SOC, FST, IT and or CPM support for you and your organization.
   
 
 
 
* Any comments or suggestions regarding this survey?
   
 
Respondent Anonymity Assurance