Customer Satisfaction Survey
 

Name:

Company:

E-mail Address:


The CGS Customer Support representatives are very knowledgeable:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


The WebTrac ticket updates are communicated regularly:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


The CGS Customer Support representatives are very responsive:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


The CGS Customer Support representatives are very courteous:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


Overall, how satisfied are you with CGS Customer Support?:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied


I have seen a noticeable improvement in the quality of Customer Support since the start of 2007:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


The CGS Customer Support Team typically provides a rapid initial response to my concern:

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


In critical situations, the CGS Support Team typically resolves my Incident within the expected timeframe:

Note: An Incident is classified as production down/ person unable to work; something is broken that affects your ability to run your business

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


Under normal circumstances, the CGS Support Team typically resolves my Request for Service (RFS) within the expected timeframe.

Note: A Request for Service (RFS) is classified as production not down, something does not appear broken. It is a request for something new or an enhancement of some kind e.g. a training question.

Strongly Agree
Somewhat Agree
Neutral
Somewhat Disagree
Strongly Disagree


How many times do you typically need to contact Customer Support before your concern is resolved?:

Once
Twice
Three Times
More than three times
Most problems remain unresolved
Work Quality - Accuracy


How satisfied are you with the quality of software deliveries (Qpatches or Service Packs) ?:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Overall Satisfaction


Overall satisfaction with the ERP:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied


Overall satisfaction with your EDI product:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied


Overall satisfaction with WebTrac as an Incident/RFS tracking system:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied


Overall satisfaction with CGS as a Vendor:

Very Satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Additional Comments or Suggestions:

If you have additional comments for CGS about your experience with the service product
that have not been addressed in the survey, please enter them below.
(please include WebTrac ticket number if you can):