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Attachment 6: Customer Survey (NOC & Store)
Survey Conducted By
Person Surveyed
| For Location: |
| Ref Ticket #: |
Rating Scale:
| 1=Not Acceptable |
| 2=Marginal |
| 3=Acceptable |
| 4=Good |
| 5=Excellent |
| Ref # |
| Survey Qualification Question |
| Rating (1-5) |
| Comments |
DeCA HQ NOC Questions
| N1 |
| Did the Contractor NOC know how to handle your trouble call? |
| N2 |
| Did the Contractor NOC provide the correct problem outage information (Ticket #, location, person reporting, etc) |
| N3 |
| Was the Contractor NOC Helpful, Informative and/or Coordial? |
| N4 |
| If the contractor left the site before repairs were completed, did they notify you? |
| N5 |
| Did the contractor acknowledge the problem within the 4 hour contract requirement? |
| N6 |
| Were repairs completed within the contract requirements? (NBD or Expedited) |
Total NOC Survey Points
Max: 30 points
Store Questions (If Contractor was dispatched)
| S1 |
| Was the contractor visit coordinated in advance with your store? |
| S2 |
| Did the contractor follow store access procedures (sign in, escort, etc) ? |
| S3 |
| If the contractor left the site before repairs were completed, did they notify you? |
| S4 |
| Were repairs completed satisfactorily? |
| S5 |
| Did the contractor notify & out brief you prior to their final departure? |
Total Store Survey Points
Max 25 Points
As of October 22, 2007 DSL-VSAT Attachment 4 Survey 20071022-1rw.doc
Defense Information Systems Agency