Customer Satisfaction/Feedback

Feedback scores are used for different purposes - some feedback comments are viewed individually and some responses are used to calculate scores and indices. 

 

The questions we will use the data to answer:

1. How are we servicing our overall customer base?
2. How are we servicing particular accounts or delivering particular projects?
3. Are we providing a better service to different types of roles?
4. Are our team delivering to scope?
5. Is our team perceived as skilful and knowledgeable?
6. What comments and feedback have been provided?
7. How effective are we are project management?
8. Are customers satisfied with our technology and tool usage on a project?

 

We will not use the data to answer questions that would allow us to identify the response of individuals, i.e. we will not provide the team with an answer to 'What did the project manager from Customer A score us?'.

The form should be considered confidential although not anonymous. This is because it might be possible to guess what an individual person has responded, if someone had access to the data. However only administrators have this level of access and in general, only people who need the answer will see the answer, i.e. only project team members will see scores or unattributed quotes. 

The 3n Strategy customer feedback form contains key components of official NPS scoring however we have added questions to enable us to answer questions specific to 3n Strategy and our internal objectives.