Client Satisfaction Survey

INTRODUCTION

Thank you for agreeing to participate in our annual client satisfaction study. We conduct this study to insure that the quality of the service you receive from ServiCom is meeting your needs and expectations. Your feedback is extremely important.

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Overall

For the next few questions, please think about ServiCom services overall.

Thinking about the past year, how satisfied would you say you are with the services you’ve been provided with by ServiCom?

Extremely Dissatisfied

Extremely Satisfied

 

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Don't
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Why do you say that? Are there any other reasons?

What would you say are the top 3 things that determine which companies you select to participate in the bidding or proposal process? Please explain.

1)

2)

3)

Under what circumstances could ServiCom be excluded from the bidding or proposal process? Please explain.

In what areas would you say ServiCom does not perform as well as other companies in the industry? Please explain in detail.

In what areas would you say ServiCom performs better than other companies in the industry that provide the same services? Please explain in detail.

How likely would you be to use ServiCom again?

Definitely Would Not

Definitely Would

 

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In what specific areas would SERVICOM need to improve so that you would use them again?
Please explain in detail

How likely would you be to recommend ServiCom Solutions to a colleague?

Definitely Would Not

Definitely Would

 

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Services Used

Which of the following SERVICOM services, did you utilize in the past 12 months?
Check all that apply.
Telephone Interviewing or Recruiting
Web Surveys
Interactive Voice Response Surveys
Focus Group

Did you use SERVICOM for

Open-end coding:

Yes    No

Data Processing or Tabulations:

Yes    No

Final Reporting or Presentations:

Yes    No

Bidding / Proposal Process

When thinking about initiating a project with ServiCom, how satisfied are you with SERVICOM when it comes to...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
Taking the time to clearly understand your needs

 
b)

 
Providing proposals that are clear

 
c)

 
Providing proposals that are complete

 
d)

 
Providing proposals that are timely

Project Management

Thinking about the execution of a project, how satisfied are you with the way your contact...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
Provides proactive solutions

 
b)

 
Responds to your needs

 
c)

 
Your contact's flexibility

When thinking about ServiCom overall, how satisfied would you say you are with...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
The value of the services you receive

 
b)

 
The professionalism of the staff

 
c)

 
The way in which receptions
handles your telephone calls

 
d)

 
The way in which your
primary contact handles your
telephone calls

 
e)

 
The timeliness of responses to
your email

 
f)

 
The quality of responses to
your email

 
g)

 
The timeliness of responses to
your voicemail

 
h)

 
The quality of responses to
your voicemail

Web Surveys

Thinking about the Web Survey Projects you completed with SERVICOM, in the area of study execution, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
The quality of the programming

 
b)

 
The turnaround of the programming

 
c)

 
The accuracy of the daily
or interim reports

 
d)

 
The information you receive on
daily or interim reports

 
e)

 
The timeliness of the
daily or interim reports

 
f)

 
The effectiveness of
Invitation Management

 
g)

 
The effectiveness of
Sample Procurement

Telephone Interviewing

Thinking about the Telephone Interviewing Projects you completed with SERVICOM, in the area of study execution, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
The quality of the
CATI programming

 
b)

 
The turnaround time for
CATI programming

 
c)

 
The accuracy of the
daily or interim reports

 
d)

 
The information you receive on
daily or interim reports

 
e)

 
The timeliness of the
daily or interim reports

Did you conduct a paper study at ServiCom this year?
Yes
No - Please skip to Monitoring Question

How satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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Don't
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a)

 
The quality of the completed
work on paper studies

Have you ever participated in a telephone monitoring session at ServiCom?
ONSITE
REMOTE
BOTH
NEITHER - Please skip to Open End Coding

How satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
the timeliness in which requests for monitoring sessions are handled

 
b)

 
The quality of the monitoring sessions

 
c)

 
The manner in which monitoring sessions are handled

Open End Coding

Thinking about the coding services you received from SERVICOM, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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Don't
Know

 
a)

 
The quality of the coding

 
b)

 
The turnaround time for coding

Data Processing or Tabulations

Thinking about the data files, SPSS files or tabulations you received from SERVICOM in the past year, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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Don't
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a)

 
the quality of (Excel, ASCII or Binary) data files.

 
b)

 
The quality of tabs or marginals

 
c)

 
The accuracy of tabs or marginals

 
d)

 
The turnaround time for tabs or marginals

 
e)

 
The format of SPSS files

 
f)

 
The accuracy of SPSS files

 
g)

 
The turnaround time of SPSS files

Tabulations

Thinking about the summary tables and tabulations completed by SERVICOM, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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a)

 
the quality of the tabs or summary tables

 
b)

 
The accuracy of tabs or summary tables

 
c)

 
The turnaround time for
tabs or summary tables

Reporting and Final Presentations

Thinking about the final reports and presentations created by SERVICOM, how satisfied are you with...

Extremely Dissatisfied

Extremely Satisfied

  

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Don't
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a)

 
The final report overall

 
b)

 
the ease of understanding
the final report

 
c)

 
The way in which the data is
communicated of portrayed in
the final report

 
d)

 
The presentation overall

 
e)

 
The ease of understanding
the presentation

 
f)

 
the way in which the data is
communicated or portrayed
in the presentation

 
g)

 
The accuracy of the analysis

 
h)

 
The interpretation of the analysis

Closing

Finally, is there anything else that you feel ServiCom should do to better meet your needs as a research supplier?
Please explain in detail

Thank you for your time and valuable feedback.