Survey Templates Surveys Support Services

Support Services

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1. How important is each of the following attributes of the support availability and the message handling process to you?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

	1	2	3	4	5	6	7
24 / 7 service-level agreement	1	2	3	4	5	6	7

Availability of web support services (Self Services)	1	2	3	4	5	6	7

Availability of phone support services (Remote Services)	1	2	3	4	5	6	7

On-site support services	1	2	3	4	5	6	7

Named technical account manager	1	2	3	4	5	6	7

Guaranteed initial reaction / corrective action	1	2	3	4	5	6	7

Long-term error correction	1	2	3	4	5	6	7

Information on progress of your support request	1	2	3	4	5	6	7

2. Please distribute 100 points between the following attributes according to the influence each has on your decision to purchase Support Services:

High availability of support staff

On-site teams

Time required to come up with a problem resolution

Quality of problem resolution

3. How important is each of the following aspects to you regarding proactive services?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

	1	2	3	4	5	6	7
Reduction of total cost of ownership / operations	1	2	3	4	5	6	7

Minimizing technical risk and ensuring the technical robustness of your software solution	1	2	3	4	5	6	7

Ensuring the maximum work potential of your software solution	1	2	3	4	5	6	7

Providing knowledge to your support staff	1	2	3	4	5	6	7

4. How important are the following reasons to you regarding integration and continuous innovation?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

5. Please distribute 100 points between the following attributes according to the influence each has on your decision to purchase Support Services:

System performance

System quality

Individuality of the support offering

Technical integration of the support offering

Flexibility of the support offering

6. Please evaluate following statements:

	1	2	3	4	5	6	7
I am knowledgeable on Support Services	1	2	3	4	5	6	7

I have factual knowledge on Support Services	1	2	3	4	5	6	7

My knowledge helps me understand very technical information about the products of our supplier	1	2	3	4	5	6	7

I know the features of our supplier's products	1	2	3	4	5	6	7

I consider myslef as an expert when it comes to our supplier's products	1	2	3	4	5	6	7

7. How important is each of the following aspects of the information to you?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

8. How important are the following characteristics to you when it comes to your vendor as a company?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

	1	2	3	4	5	6	7
Reputation	1	2	3	4	5	6	7

Expertise in your industry	1	2	3	4	5	6	7

Availability of reference customers	1	2	3	4	5	6	7

Price-performance ratio transparency of service offerings	1	2	3	4	5	6	7

Single support provider (provider of complete business solutions)	1	2	3	4	5	6	7

Provider of customized solutions	1	2	3	4	5	6	7

9. How important are the following aspects to you when it comes to your Account Manager?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

	1	2	3	4	5	6	7
Sales experience with Support Services / other products	1	2	3	4	5	6	7

Responsiveness	1	2	3	4	5	6	7

Understanding the needs of your business	1	2	3	4	5	6	7

Clear communication of Support Services value	1	2	3	4	5	6	7

Clear communication of Support Services concept	1	2	3	4	5	6	7

Providing insight into supplier's product strategy	1	2	3	4	5	6	7

Supporting your interests within supplier's company (Consultations with Support Center in special cases)	1	2	3	4	5	6	7

10. How important are the following benefits of your IT solution to you?

Please rate using a 7-point scale, where 1 is very unimportant and 7 is very important:

	1	2	3	4	5	6	7
Protection of Investment (Availability of software updates, upgrades, etc.)	1	2	3	4	5	6	7

Return on investment	1	2	3	4	5	6	7

Assistance in implementation processes	1	2	3	4	5	6	7

Enabling business flexibility	1	2	3	4	5	6	7

Reduction of total cost of ownership	1	2	3	4	5	6	7

Access to support tools for which a license would otherwise be required	1	2	3	4	5	6	7

11. Please evaluate following statements regarding the quality of the business relationship with your supplier:

Please rate using a 7-point scale, where 1 is fully agree and 7 is fully disagree:

	1	2	3	4	5	6	7
We have a good working relationship with our supllier	1	2	3	4	5	6	7

We interact very well with our supplier	1	2	3	4	5	6	7

We can discuss problems freely with our supplier	1	2	3	4	5	6	7

Our supplier gives a great feeling of being treated as an important customer	1	2	3	4	5	6	7

Our supplier is trustworthy	1	2	3	4	5	6	7

Our supplier cares about our interests	1	2	3	4	5	6	7

Our supplier is honest	1	2	3	4	5	6	7

Our supplier is not opportunistic	1	2	3	4	5	6	7

12. How long have you been a customer of your vendor?

0 - 6 months

6 - 12 months

1 - 2 years

2 - 4 years

4 - 8 years

more than 8 years

13. How many employees work for your company?

less than 200

200 - 499

500 - 999

1.000 - 2.499

2.500 - 4.999

5.000 - 10.000

more than 10.000

14. What is the global annual revenue of your organization?

less than 12,5 Mio. Euro

12,5 - 25 Mio. Euro

25 - 49 Mio. Euro

50 - 124 Mio. Euro

125 - 249 Mio. Euro

250 - 499 Mio. Euro

500 - 1.250 Mio. Euro

more than 1.250 Mio. Euro

15. What was your company's annual operating margin over the last 3 years on average?

Negative

0 - 1,99 %

2 - 3,99 %

4 - 5,99 %

6 - 7,99 %

8 - 9,99 %

10 - 11,99 %

12 - 15,99 %

16 - 20 %

über 20 %

16. Please compare your company's annual operating margin with the industry average:

Much better

Better

All about the same

Worse

Much worse

17. Please choose your industry:

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Support Services

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