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  2. 2009
  3. May
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  5. Shared Business Systems Services

Shared Business Systems Services

Shared Business Systems
Quarterly Customer Service Satisfaction Survey
0%
 
 
Hello:
You are invited to participate in the SBS Customer Service Satisfaction survey. In this survey, approximately 500 people will be asked to complete a survey that asks questions about Incident Resolution, the Incident Management System, the Business Support Team and the SBS Website. It will take approximately 10 minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact the SBS Business Support Team at (03) 9651 6077 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Incident Resolution
 
 
 
In your most recent experience of reporting an incident, how did you contact the Business Systems Support team?

 
By Telephone
 
By Email
 
By Logging an Incident in the Incident Management System
 
In person
 
Other
 
 
 
 
If the Business Systems Support representative was unable to assist me with my call, they sought expert advice in a timely manner
 
Strongly agree
 
Somewhat agree
 
Neutral
 
Somewhat disagree
 
Strongly disagree
 
 
 
How many times did you have to contact the Business Systems Support team before the problem was resolved?
 
Once
 
Twice
 
Three Times
 
More than Three times
 
 
 
About how long did it take to resolve your incident?
 
Immediate Resolution
 
Less than a day
 
Between 2 and 3 days
 
Between 3 and 5 days
 
More than a week
 
The problem is still not resolved
 
 
Using a scale of 0 to 10, where 0 is very poor and 10 is very good, rate the quality of the following aspects of your experience:
0
Very Poor 		1 2 3 4 5 6 7 8 9 10
Very Good
The time it took to resolve your incident
The incident resolution process
 
 
Using a scale of 0 to 10, where 0 is not at all important and 10 is very important, rate the importance of the following aspects of your experience:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
The time it took to resolve your incident
The incident resolution process
 
 
 
Please describe if there was any particular aspect of the process that stood out:
   
 
 
 
Incident Management System (IMS)
 
 
 
Have you ever heard of the SBS Incident Management System?
 
Yes
 
No
 
Maybe
 
 
 
Have you ever used the Incident Management System?
 
Yes
 
No
 
I don't know
 
 
 
What did you use the Incident Management System for?
 
Logging an incident to send to SBS
 
Viewing the status of an incident I logged with SBS via phone or email
 
Reporting
 
N/A
 
 
 
If you were reporting an incident to SBS, which method would you prefer to use?
 
Phone
 
Email
 
Incident Management System
 
 
 
What changes would you like to see in the Incident Management System? (Select multiple answers)
 
Increased reporting capabilities
 
Ability to include attachments when logging incidents
 
Overview of incidents logged by me
 
Overview of incidents logged by department or business unit
 
Other
 

 
 
 
SBS Business System Support (Helpdesk) Customer Satisfaction
 
 
 
Which of the following qualities would you ascribe to the Business Systems Support representative? (Select multiple answers)
 
Patient
 
Unknowledgable
 
Responsive
 
Listened carefully
 
Unresponsive
 
Unfriendly
 
Discourteous
 
Helpful
 
Didn't listen carefully
 
Unprofessional
 
Knowledgable
 
Courteous
 
Friendly
 
Professional
 
Unhelpful
 
Impatient
 
Other
 

 
 
Using a scale of 0 to 10, where 0 is not at all importand and 10 is very important, please rate the importance of the following qualities in a Business Systems Support representative:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
Patience
Helpfulness
The ability to listen carefully
Friendliness
Responsivity
Knowledge
Courteousness
Professionalism
 
 
Using a scale of 0 to 10, where 0 is not at all satisfied and 10 is very satisfied, rate your satisfaction with the following service aspects:
0
(Not at all satisfied) 		1 2 3 4 5 6 7 8 9 10
(Very satisfied)
The Business Systems Support representative's understanding of your issue, request or query
The Business Systems Support representative's ability to solve your issue, request or query over the phone
The communication and follow-up on problem resolution
The communication of the status of your call until closure
The ability of Business Systems Support representative to diagnose your incident
The ability of the Business Systems Support representative to resolve your incident
The ability of the Business Systems Support representative to provide you with a clear outcome
The time required by the Business Systems Support representative to resolve your incident
 
 
Using a scale of 0 to 10, where 0 is not at all satisfied and 10 is very satisfied, rate the importance of the following service aspects:
0
(Not at all important) 		1 2 3 4 5 6 7 8 9 10
(Very important)
The Business Systems Support representative's understanding of your issue, request or query
The Business Systems Support representative's ability to solve your issue, request or query over the phone
The communication and follow-up on problem resolution
The communication of the status of your call until closure
The ability of Business Systems Support representative to diagnose your incident
The ability of the Business Systems Support representative to resolve your incident
The ability of the Business Systems Support representative to provide you with a clear outcome
The time required by the Business Systems Support representative to resolve your incident
 
 
 
Please describe if there was any particular aspect of the Business Systems Support service that stood out:
   
 
 
 
SBS Website
 
 
 
How often do you visit our site?
 
Every day
 
Several times a week
 
About once a week
 
Several times a month
 
About once a month
 
Less than once a month
 
Never
 
 
Using a scale of 0 to 10, where 0 is very poor and 10 is very good, how do you rate the quality of the following aspects of the SBS Website?
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good
Homepage
Layout
Menus
Design
Ease of navigation
Relevance of information
 
 
Using a scale of 0 to 10, where 0 is not at all likely and 10 is very likely, how likely are you to:
0
Not at all likely 		1 2 3 4 5 6 7 8 9 10
Very likely
Use this Website as your first point of call for help with using the Business Management System?
Recommend this Website to others for help with using the Business Management System?
Use this Website to enrol in training conducted by SBS?
Recommend this Website to others to enrol in training conducted by SBS?
Use this Website to check the progress of projects undertaken by SBS on behalf of your department?
Recommend this Website to others to check the progress of projects undertaken by SBS on behalf of their department?
 
 
 
How did you first hear about this site? (Select multiple answers)
 
SBS Communication
 
Don't know/don't remember
 
BMS Login Page
 
Business Management System Training Session
 
SBS Presentation
 
Word of Mouth
 
Departmental Intranet Site
 
Other
 

 
 
Using a scale of 0 to 10, where 0 is not at all important and 10 is very important, how would you rate the importance of the following weekly updates:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
SBS Weekly News
SBS Tip of the Week
SBS Weekly Change Request Update
SBS Projects Update
 
 
Using a scale of 0 to 10, where 0 is very poor and 10 is very good, how would you rate the content quality of the following weekly updates:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good
SBS Weekly News
SBS Tip of the Week
SBS Weekly Change Request Update
SBS Projects Update
 
 
Using a scale of 0 to 10, where 0 is very poor and 10 is very good, how would you rate the quality of the following sections within the SBS Website:
0
Very poor 		1 2 3 4 5 6 7 8 9 10
Very good 		99
Don't know
About SBS
Services for Business
Projects
How Do I
Frequently Asked Questions
SBS User Groups
Training
Forms
Policies and Guidelines
 
 
Using a scale of 0 to 10, where 0 is not at all important and 10 is very important, how would you rate the importance of the following sections within the SBS Website:
0
Not at all important 		1 2 3 4 5 6 7 8 9 10
Very important
About SBS
Services for Business
Projects
How Do I
Frequently Asked Questions
SBS User Groups
Training
Forms
Policies and Guidelines
 
 
 
Do you have any suggestions to improve the quality of the website or any additions to the content of the website that you would like to see?
   
 
Please contact [email protected] if you have any questions regarding this survey.
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