Customer Satisfaction Survey For Philippines IT Services - Graphical Summary

4/11/2014
Customer Satisfaction Survey for Philippines IT Services - Graphical Summary
Philippines CSAT
Customer Satisfaction Survey for Philippines IT Services
Graphical Summary
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Graphical Summary
1. (A) Demographics
Yes
1 (100%)
No
0 (0%)
Total: 1
2. (1) Position
None
0 (0%)
Staff (Rank and File)
0 (0%)
Supervisor/Team Leader
0 (0%)
Officer Level Staff
1 (100%)
Managerial level and Above
0 (0%)
Total: 1
3. (2) Business Unit
CIS
0 (0%)
Journals
0 (0%)
Customer Service
0 (0%)
Conversion
0 (0%)
Education
0 (0%)
Information Technology
0 (0%)
Human Resources
0 (0%)
Technology Solutions
0 (0%)
Production Support
0 (0%)
http://172.24.182.59/Philippines/Lists/IT%20CSAT%201/summary.aspx
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Business Process Analyst

1 (100%)
Total: 1
4. (3) Location
Paranaque
1 (100%)
Laguna
0 (0%)
Dumaguete
0 (0%)
Hanoi
0 (0%)
Total: 1
5. (4) For the past 3-months, how often do you request for the following services from the Information
Technology Group:
D aily Weekly
M onthly
(% )
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
(% )
1
0
2
0
3
0
N /A
100
N /A
- Password resetting
- Creation / modification / deletion of domain

access and or security door access
- Creation / modification / deletion of email

account
- Hardware installation (including set-up of PC and

laptop and its peripheral)
- Software installation and trouble shooting
- Installation and activation of network (ports,

printer, phone, and video conferencing
configuration)
- General Software / Font Installation
- Account Creation Request
Total: 1
6. (4.1) Others (Please specify)
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Total: 0
7. (B) General
Note:
-----Rate Each Question With The Following Choices :
1 - Very Dissatisfied (VD)
2 - Not Satisfied (NS)
3 - Neutral (N)
4 - Satisfied (S)
5 - Very Satisfied (VS)
N/A
Yes
1 (100%)
No
0 (0%)
Total: 1
8. (1) How satisfied are you with IT staff's courteousness and helpfulness?
VD
VS
(% )
100
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
N /A
- Service Desk
- Technical Support Group
Total: 1
9. (1.1) Comments
Total: 0
10. (2) How satisfied are you with their ability to understand your problem?
VD
(% )
VS
100
N /A
100
N /A
- Service Desk
(% )
- Technical Support Group
Total: 1
11. (2.1) Comments
Total: 0
12. (3) How Satisfied are you with the length of time that your issue was acknowledged?
VD
(% )
N
0
VS
100
- Service Desk
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N /A
Total: 1
13. (3.1.) Comments
Total: 0
14. (C) LANDesk - SPI Content Ticketing Tool
Yes
1 (100%)
No
0 (0%)
Total: 1
15. (4) How easy is it to use LANDesk to file your Tickets?
Difficult
0 (0%)
Somewhat Difficult
0 (0%)
Neutral
0 (0%)
Somewhat Easy
1 (100%)
Easy
0 (0%)
N/A
0 (0%)
Total: 1
16. (4.1) Comments

Total: 0
17. (D) Technical Support Group
Yes
1 (100%)
No
0 (0%)
Total: 1
18. (5) How satisfied are you with regard to the service/maintenance of desktop hardware?
VD
(% )
VS
100
N /A
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1
N /A
Total: 1
19. (6) How satisfied are you with regard to TSG's ability to troubleshoot software problems?
VD
(% )
VS
100
N /A
Total: 1
20. (7) Please rate your latest experience with Technical Support Group
VD
(% )
VS
100
N /A
Total: 1
21. (D.1) Comments
Total: 0
22. (E) Network and Telecommunication Support Group
Yes
1 (100%)
No
0 (0%)
Total: 1
23. (8) Rate your overall satisfaction with regard to availability and reliability of the Network.
VD
(% )
VS
100
N /A
Total: 1
24. (9) Rate your overall satisfaction with regard to speed in accessing Client Servers, Internal Network, and
FTPs using SPi Network.
VD
(% )
VS
100
N /A
Total: 1
25. (10) Rate your overall satisfaction with regard to availability and reliability of CISCO Telephone System?
VD
(% )
N
0
100
VS
0
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1
N /A
Total: 1
26. (E.1) Comments
Total: 0
27. (F) Information Security Group
Yes
1 (100%)
No
0 (0%)
Total: 1
28. (11) How satisfied are you with the Information Security Awareness Program?
(i.e. online Info Sec Awareness training via CBT, classroom training, email postcards, etc.)
VD
(% )
VS
100
N /A
Total: 1
29. (12) How satisfied are you with the way the internal Information Security or IMS Audit is being conducted?
VD
(% )
VS
100
N /A
Total: 1
30. (13) How Satisfied are you with the Effectiveness of the IT Security Group in the implementation of IT
Security?
(i.e. combination of HR security, physical security, Technical security, BCP, etc.)
VD
(% )
VS
100
N /A
Total: 1
31. (F.1) Comments
Total: 0
32. (G) Systems Administration and Email Management
Yes
1 (100%)
No
0 (0%)
6/12
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0 (0%)
Total: 1
33. (14) How satisfied are you with the server services and availability?
VD
(% )
VS
100
N /A
Total: 1
34. (15) How satisfied are you with regard to e-mail services: Accessibility, Reliability and Ease of Use
VD
VS
(% )
100
(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
(% )
1
0
2
0
3
0
4
100
5
0
N /A
0
(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
(% )
1
0
2
0
3
0
4
100
5
0
N /A
0
(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
N /A
- Outlook
- VPN
- OWA
- Blackberry
- iPhone
- Windows Phone
- Android Phones
Total: 1
35. (G.1) Comments
Total: 0
36. You can Save your Responses and Continue where you Left Off
Yes
1 (100%)
No
0 (0%)
Total: 1
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37. (H) Corporate Solution Development Group

Note:
-----Rate Each Question With The Following Choices :
1 - Very Dissatisfied (VD)
2 - Not Satisfied (NS)
3 - Neutral (N)
4 - Satisfied (S)
5 - Very Satisfied (VS)
N/A
Yes
1 (100%)
No
0 (0%)
Total: 1
38. (16) How do you rate the support given to you by the CSDG staff?
VD
(% )
VS
100
N /A
Total: 1
39. (16.1) Comments
Total: 0
40. (17) How do you rate the applications developed by the team, with regard to the following (i.e HRESS,
Computer Based training) :
VD
VS
(% )
100
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
N /A
A. Overall quality
B. Ease of Use
Total: 1
41. (17.1) Comments
Total: 0
42. (I) Service Management Group
Yes
1 (100%)
No
0 (0%)
Total: 1
43. (18) How satisfied are you with regard to SMG services
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43. (18) How satisfied are you with regard to SMG services
VS
VS
(% )
100
(% )
1
0
2
0
3
0
4
100
5
0
N /A
0
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
N /A
- Software license approval installation(freeware

and license software)
- Wireless Communication Devices

administration(Blackberry & ActiveSync Phone)
- IT assets PR assessment
- IT assets delivery receiving and asset tagging
Total: 1
44. (19) How satisfied are you with Service Management Group regarding:
VD
VS
(% )
100
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
(% )
1
0
2
0
3
100
4
0
5
0
N /A
0
N /A
- Responsiveness on SMG-related request
- Expertise on Services
- Communication and Updates
Total: 1
45. (I.1) Comments
Total: 0
46. (J) Technical Account Management and Project Management Group
Yes
1 (100%)
No
0 (0%)
Total: 1
47. (20) How satisfied are you with TAMS services regarding:
VD
VS
(% )
100
(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
A. Availability and dependability of Project

Managers
B. Knowledge and competency in identifying the

project needs and requirements
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(% )
1
0
2
0
3
0
4
0
5
0
N /A
100
N /A
C. Communication and monitoring of assigned

tasks and requests
Total: 1
48. (21) How satisfied are you with the implementation of your project?
VD
(% )
VS
100
N /A
Total: 1
49. (J.1) Comments
Total: 0
50. (K) NOC and Data Center
Yes
1 (100%)
No
0 (0%)
Total: 1
51. (22) How satisfied are you with the 24/7 monitoring of services that is being done by the NOC?
VD
(% )
VS
100
Total: 1
52. (23) How satisfied are you with regard to NOCs ability to monitor and escalate connectivity issues and
utilization of IT resources?
VD
(% )
VS
100
N /A
Total: 1
53. (L) Overall
Yes
1 (100%)
No
0 (0%)
Total: 1
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4/11/2014
Total: 1
54. (24) How Satisfied are you with the Resolutions provided by IT?
VD
(% )
VS
100
N /A
- Information Technology
Total: 1
55. (24.1) Comments
Total: 0
56. (25) How satisfied are you with the IT Group on resolution time to the problem at hand?
VD
(% )
VS
100
N /A
- Information Technology
Total: 1
57. (25.1) Comments
Total: 0
58. (26) Overall, how do you rate our IT Group with regard to providing a ''client-oriented" approach?
VD
(% )
VS
100
Total: 1
59. Client-oriented :
commitment to putting customers first and ability to deliver a consistently high quality service.
(26.1) Comments
Total: 0
60. (27) Rate your overall satisfaction with IT in keeping all IT systems up and running.
VD
(% )
VS
100
N /A
Total: 1
61. (28) What do you like most about our IT group?
...
1 (100%)
Total: 1
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Total: 1
62. (29) Who among our IT staff is/are remarkable for you in terms of good services? (not mandatory to answer)
Justin Garcia
1 (100%)
Total: 1
63. (M) Suggestions
Yes
1 (100%)
No
0 (0%)
Total: 1
64. (30) What additional or expanded IT services, information security tools or programs would you like to see
offered at Content Solutions? (not mandatory to answer)
Total: 0
65. (31) Any comments or suggestions that would help improve IT Services. (not mandatory to answer)
Total: 0
66. Thank you for sparing your time to take part in this survey. Have a nice day!
Yes
1 (100%)
No
0 (0%)
Total: 1
12/12

Customer Satisfaction Survey For Philippines IT Services - Graphical Summary

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Customer Satisfaction Survey For Philippines IT Services - Graphical Summary

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4/11/2014

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Business Process Analyst

- Creation / modification / deletion of domain

- Creation / modification / deletion of email

- Hardware installation (including set-up of PC and

- Software installation and trouble shooting

- Installation and activation of network (ports,

- Account Creation Request

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

- Technical Support Group

- Technical Support Group

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

16. (4.1) Comments

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

37. (H) Corporate Solution Development Group

- Software license approval installation(freeware

- Wireless Communication Devices

- IT assets delivery receiving and asset tagging

- Responsiveness on SMG-related request

- Communication and Updates

A. Availability and dependability of Project

B. Knowledge and competency in identifying the

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

C. Communication and monitoring of assigned

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

Customer Satisfaction Survey for Philippines IT Services - Graphical Summary

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