Dear Customer

   As a company we are keen to monitor and improve our customer satisfaction levels. Indeed many of staff are paid in such a way thant bonuses can only be earned through achieving high levels of satisfaction and efficiency. To help with the measurement of our performance, we would be grateful if you could take a few minutes to complete this online questionnaire which can be returned to us by pressing the "submit" button at the bottom of this page. A space for any additonal comments can also be found below. Please click the appropriate button beside each question to give your appraisal from 1-5.

Thank you for your help

The World of Windows

Customer Services

Customer Name: Contract No:
Address 1: Date ie 14/02/04:
Address 2: Email Address:
Post Code: Telephone No:

5 = Excellent 4 = Very Good 3 = Satisfactory 2 = Poor 1 = Unsatisfactory

Sales Department:

1. Were our staff polite/courteous when making a sales appointment for our representative? 1. 2. 3. 4. 5.
2. Was the appointment at your convenience? 1. 2. 3. 4. 5.
3. Was our representative punctual? 1. 2. 3. 4. 5.
4. Were you satisfied that our products and services were explained clearly and in full? 1. 2. 3. 4. 5.
5. Was the paperwork for your order explained clearly before asking you to sign? 1. 2. 3. 4. 5.
6. Over all, how happy were you with our sales representaive? 1. 2. 3. 4. 5.

Administration, Survey and Order Processing:

1. Were you satisfied that your order was acknowledged by post in good time? 1. 2. 3. 4. 5.
2. After your order do you feel that you were contacted for a survey appointment in good time? 1. 2. 3. 4. 5.
3. Was the survey appointment convenient? 1. 2. 3. 4. 5.
4. Was the survey completed and explained to your satisfaction before asking you to sign? 1. 2. 3. 4. 5.
5. Over all, how satisifed were you with our surveying staff? 1. 2. 3. 4. 5.
6. Following the survey were you contacted for a provisional installation date in good time? 1. 2. 3. 4. 5.
7. Was the proposed date convenient to you? 1. 2. 3. 4. 5.
8. Was the proposed date confirmed by letter including our notice to customers about installation? 1. 2. 3. 4. 5.
9. Over all how satisfied were you with our order processing? 1. 2. 3. 4. 5.

Installation Office / Managers:

1. Were you contacted to confirm your installation date a few days prior? 1. 2. 3. 4. 5.
2. Was the provisionally arranged installation date altered? 1. 2. 3. 4. 5.
3. Were you contacted early during the work to confirm that you were satisified with progress? 1. 2. 3. 4. 5.
4. Were you contacted again during the course of the work? (only answer if work was more than 1 day)? 1. 2. 3. 4. 5.
5. Were any queries / complaints dealt with efficiently and to your satisfaction? 1. 2. 3. 4. 5.
6. Over all how satisfied were you with our Installation Office staff? 1. 2. 3. 4. 5.

Installation Operatives:

1. Did our operatives arrive as agreed? 1. 2. 3. 4. 5.
2. Did our operative explain how work would commence and progress before he began? 1. 2. 3. 4. 5.
3. Were the work areas adequately prepared and protected? 1. 2. 3. 4. 5.
4. Did you consider our operatives to be clean and efficient with their work? 1. 2. 3. 4. 5.
5. How would you describe the standard of workmanship? 1. 2. 3. 4. 5.
6. Over all, how satisfied were you with our installation? 1. 2. 3. 4. 5.

The Installation Itself - Building Work (if applicable):

1. Were the materials stored conveniently? 1. 2. 3. 4. 5.
2. Was care taken to dispose of debris and waste as cleanly as possible? 1. 2. 3. 4. 5.
3. Were you satisfied that building work progressed without delay? 1. 2. 3. 4. 5.
4. How satisfed were you with the over all standard of building work? 1. 2. 3. 4. 5.
5. Was the site cleaned of waste and excess materials satisfactorily? 1. 2. 3. 4. 5.

Windows, Doors, Conservatories:

1. Are you satisfied with the glazing beads and gaskets? 1. 2. 3. 4. 5.
2. Are you satisfied that all windows open, close and lock properly? 1. 2. 3. 4. 5.
3. Are you satisfied that all frames have been sealed / pointed externally? 1. 2. 3. 4. 5.
4. Are you satisfied that all frames have been sealed / trimmed properly? 1. 2. 3. 4. 5.
5. Are you satisfied that all doors open, close and lock properly? 1. 2. 3. 4. 5.
6. Were all products cleaned to your satisfaction? 1. 2. 3. 4. 5.
7. Do you consider the installation to be complete according to the contract and survey? 1. 2. 3. 4. 5.

Generally:

1. Your over all opinion of the company? 1. 2. 3. 4. 5.
2. Your over all opinion of the staff? 1. 2. 3. 4. 5.
3. Your over all opinion of the products / materials? 1. 2. 3. 4. 5.
3. Would you recommend the company's products and services? 1. 2. 3. 4. 5.

Your Additional Comments:

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