NASCENT Support

NASCENT Support Organization Customer Satisfaction Survey

Hello, you are invited to participate in the NASCENT Support Organization Customer Satisfaction Survey. This is a follow up to a survey that was conducted a little over a year ago. We are eager to see areas that we have improved in and want to get your input on areas we need to continue working on or add focus to. The survey should take approximately 15 - 20 minutes and we do hope that you will take the time to provide written comments where applicable. We are eager to get both positive/supportive comments as well as comments for areas in which we can improve. Our objective is to have the survey complete by the end of this week (1/23). Thank you for taking your time to complete this survey, it will be put to good use!

Which best describes your role within your company that results in your interaction with NASCENT?

Site Operations Management

Site Maintenance and Repair

Clerk or Operator

Technical Support/IT

Management

Program/Project Management

Other

Which groups within NASCENT do you engage with (please select all of them)?

Support Operations Center (SOC)

Field Service Technicians (FST)

Client Program Management (CPM)

Information Technology (IT)

NASCENT Management

Returned Parts (RMA)

Other

How frequently do you interact with NASCENT's Support Operations Center (SOC)?

How do you normally contact the NASCENT Support Operations Center (SOC)?

Phone

I do not contact SOC

Other

How would you describe your satisfaction with the responsiveness of the NASCENT Support Operations Center (SOC)

How would you describe your satisfaction with the familiarity of the NASCENT Support Operations Center (SOC) technicians with your site?

How satisfied are you with the ability of the NASCENT Support Operation Center (SOC) technicians to understand your issues?

How satisfied are you with the ability of the NASCENT Support Operation Center (SOC) technicians to understand and appreciate the impact to your site of the issue?

How satisfied are you with the urgency with which the NASCENT Support Operations Center (SOC) technicians respond to your issues?

How would you rate the ability of the NASCENT Support Operation Center (SOC) technicians to resolve your issues?

How satisfied are you with the time it takes the NASCENT Support Operations Center (SOC) technicians to resolve an issue?

How satisfied are you with the verbal communications with the NASCENT Support Operations Center (SOC) technicians?

How satisfied are you with the email communications with the NASCENT Support Operations Center?

How satisfied are you with the NASCENT Support Operations Technicians coordination of the subcontractors who service the NASCENT equipment at your site?

How satisfied are you with the level of professionalism of the NASCENT Support Operations Center technicians?

In what areas do you believe that SOC technicians could be better trained?

Have you noticed an improvement in how effective the NASCENT Support Operations Center is for your company in 2014?

Yes

In my role I do not contact the NASCENT Support Operations Center

Have you noticed an improvement in the communications from the NASCENT Ticketing System in 2014?

Yes

In my role I do not use the NASCENT Ticketing System.

How satisfied are you with the NASCENT Ticketing System?

Very Satisfied

Satisfied

Neutral

Not Satisfied

Very Dissatisfied

In my role I do not use the NASCENT Ticketing System.

How satisfied are you with the time it takes to receive replacement parts?

How often do you interact with NASCENT Field Service Technicians?

Do NASCENT Field Service Technicians always introduce themselves to you or make you aware they are on the site?

Yes

Not Applicable

Does the NASCENT Field Service Technician clearly communicate why he is on site?

Yes

Not Applicable

How satisfied are you with the NASCENT Field Service Technicians communications while they are on site?

How satisfied are you with the NASCENT Field Service Technicians ability to resolve your issue?

Does the NASCENT Field Service Technician observe safety and site protocols when on site?

Yes

Not Applicable

Does the NASCENT Field Service Technician make you aware of other issues they might observe at your site?

Always

Sometimes

Never

Not Applicable

Does the NASCENT Field Service Technician offer to resolve issues that are brought up by yourself?

Always

Sometimes

Never

Not Applicable

If the NASCENT Field Service Technician provided training, how would you rate the quality of that training?

How often do you interact with a NASCENT Client Program Manager?

How would you rate the NASCENT Client Program Manager (CPM) responsiveness to your needs?

How would you rate the quality of the day to day communications with the NASCENT Client Program Manager (CPM)?

How would you rate the quality of project communications (proposals, pricing, schedules, etc.) from the NASCENT Client Program Manager (CPM)?

How would you rate the timeliness of communications with the NASCENT Client Program Manager (CPM)?

How would you rate the efficiency of interaction (results in meaningful use of your time) with the NASCENT Client Program Manager (CPM)?

How would you rate your satisfaction with the commitment to you and your company by the NASCENT Client Program Manager (CPM)?

How would you rate NASCENT's Client Program Manager's (CPM's) performance in representing your Company within NASCENT?

How often do you interact with NASCENT Information Technology Department (Kris Rodriguez, Chiron Jenkins, Caleb Bulls)

How would you rate NASCENT's knowledge regarding Networking and System requirements?

How would you rate NASCENT's willingness to assist with your Network and System issues?

How would you rate NASCENT's proactivity regarding advising and assisting you with potential Networking and System issues?

Do you feel that you have NASCENT's Management attention when needed?

Yes

Not Applicable

Please add any additional comments or suggestions which would help to improve NASCENT's support for you and your organization.

Please add any input you would like to provide to NASCENT Support Management.

NASCENT Support Organization Customer Satisfaction Survey