EXTERNAL CUSTOMER DELIGHT INDEX
2016
CUSTOMER SATISFACTION SURVEY
1. Which is your area of expertise (department)? Site Acquisition Team
3
Site Builds Team
5
Site Construction and TI Team
7
Transmission Team
1
Regional Managers
0
Quantity Surveyor Team
7
Special Projects
3
Other
2 - Power
A. SERVICE
1. In this section, please indicate your level of satisfaction with the following attributes of our service as guided by this linear scale Very Dissatis ed
Somewhat Dissatis ed
Somewhat Satis ed
Very Satis ed
Timelines of our service delivery
-
1
11
9
Quality of services delivered
-
-
9
12
Eective communication
-
-
9
12
Response time to issues
-
2
10
9
A. SERVICE 2. Linksoft performs well in? You may check o more than one. Active O&M
3
Site Monitoring Solutions
0
RF Optimization
1
Battery Back-up Solutions
1
3G & 4G rollouts
7
Managed Power
4
Renewable Energy
1
Site Builds
15
Other Comments: Ambiguous question. Can only comment on area of expertise Site acquisition N/A I could give feedback on acquisition which is missing. Performance in acquisition is good
A. SERVICE 3. What would you describe Linksoft service as: (You may pick more than one) Leaves a lot to be desired
0
Unreliable
1
Customer Centric Innovative Efficient
11 3 10
N/A Unable to pick any of the answers/options provided. Would prefer a scale for each of the item’s efficiency Fairly good
A. SERVICE 4. What areas would you like to see Linksoft improve on? Delivery timelines Keep up with excellence! You improved in consolidation of quotes, submission of quotes on time. Continue to perform well. Kudos! Site supervision (skills) Customer engagement Eective communication & timelines as well reporting plus proactivity. After sale service. Communication Improve on follow up for snags highlighted. Some inconsistencies on quality of delivered sites. Speed of deployment. Site delivery timelines. There is signi cant improvement but much still needs to be done Should improve the level of competence for the personnel/subcontractors Issuance of wiring completion certi cates for KPLC connections Not really an area of improvement, but I would like to see their engagement and performance in capacity upgrades, optimization, ad hoc projects, repeater works and cell on wheels (COWs) Accuracy in picking scope in quotations Response to queries raised Equipment management at the warehouse AWS ne; please keep it up So far so good Closer and regular (daily) follow-up on site acquisition projects Engage quali ed personnel to acquire sites (read land economists) Consistency in delivery - some years somewhat good but some poor delivery
B. STAFF From your engagement with Linksoft sta members, how well do we propagate the following values? Very Dissatis ed
Somewhat Satis ed
Very Satis ed
Excellence
11
9
Continuous Improvement
14
6
7
11
8
12
Competency Integrity
Somewhat Dissatis ed
2
C. DOCUMENTATION
Very Dissatis ed
Somewhat Dissatis ed
Somewhat Satis ed
Very Satis ed
What is the quality of our reports, emails, letters & other written documents?
-
-
12
9
Are we timely in regards to getting the above documentation to you?
-
1
12
8
LISTENING TO CUSTOMER FEEDBACK
LINKSOFT INTEGRATED SERVICES LIMITED