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SW-QMS-FRM-005

Customer Satisfaction Survey

Version

1.0

Owner

Quality Lead

Effective Date

TBD

Review Date

TBD

Customer Satisfaction Survey

Instructions

This survey is used to systematically measure customer satisfaction with Swedwise's services. Regular customer feedback is essential for continuous improvement and maintaining high service quality.

When to Use:

  • Annually for all active customers (minimum)
  • Project completion for implementation projects
  • Quarterly for key accounts or strategic customers
  • After significant service events (incidents, major changes, etc.)

How to Administer:

  1. Customize the survey based on service type (remove non-applicable sections)
  2. Send via email with a personalized introduction
  3. Follow up once if no response within 1 week
  4. Compile results and analyze trends
  5. Share results with relevant teams
  6. Develop action plans for areas scoring below target
  7. Communicate improvements back to customers

Target Response Rate: 60% or higher

Responsible: Quality Lead, Account Managers

Customer Satisfaction Survey

Survey Information

Survey Period: [Date]

Service/Project Covered: [Name]

Customer Name: _______________________

Your Name (optional): _______________________

Your Role: _______________________

Survey Completion Date: _______________________

Introduction

Thank you for choosing Swedwise AB. Your feedback is important to us and helps us continuously improve our services.

This survey should take approximately 5-7 minutes to complete. Your responses will be kept confidential and used only for internal quality improvement purposes.

Section 1: Service Information

What service(s) from Swedwise do you use? (Check all that apply)

  • SaaS Services (OpenText Communications/Notifications platform)
  • Implementation Projects
  • Consulting Services
  • Support and Maintenance
  • Software Licensing
  • Training Services
  • Other: _______________________

How long have you been a Swedwise customer?

  • Less than 6 months
  • 6-12 months
  • 1-2 years
  • 2-5 years
  • More than 5 years

How frequently do you interact with Swedwise?

  • Daily
  • Weekly
  • Monthly
  • Quarterly
  • Occasionally / As needed

Section 2: Service Quality Ratings

Please rate your satisfaction with the following aspects of our service:

Rating Scale:

  • 5 = Very Satisfied
  • 4 = Satisfied
  • 3 = Neutral
  • 2 = Dissatisfied
  • 1 = Very Dissatisfied
  • N/A = Not Applicable / Don't Know

2.1 Quality of Deliverables

The quality of work, solutions, or services delivered meets or exceeds your expectations

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.2 Timeliness

Services and deliverables are provided within agreed timeframes

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.3 Communication

Communication is clear, timely, and professional

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.4 Technical Expertise

Swedwise staff demonstrate strong technical knowledge and expertise

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.5 Responsiveness

Swedwise responds promptly to requests, questions, and issues

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.6 Problem Resolution

Issues and problems are resolved effectively and efficiently

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.7 Professionalism

Swedwise staff are professional, courteous, and respectful

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.8 Understanding of Your Needs

Swedwise demonstrates understanding of your business requirements and challenges

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.9 Value for Money

The services provide good value relative to the cost

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

2.10 Documentation and Knowledge Transfer

Documentation, training, and knowledge transfer are adequate and helpful

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Comments: _______________________________________

Section 3: Service-Specific Questions

For SaaS Customers Only

System Availability and Reliability

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

System Performance and Speed

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

Ease of Use

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied
  • N/A

For Project Customers Only

Project was delivered on time

  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  • N/A

Project was delivered within budget

  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  • N/A

Project scope and objectives were met

  • Strongly Agree
  • Agree
  • Neutral
  • Disagree
  • Strongly Disagree
  • N/A

Section 4: Overall Satisfaction

4.1 Overall Satisfaction Rating

Overall, how satisfied are you with Swedwise's services?

  • 5 - Very Satisfied
  • 4 - Satisfied
  • 3 - Neutral
  • 2 - Dissatisfied
  • 1 - Very Dissatisfied

Why did you give this rating?

4.2 Net Promoter Score (NPS)

How likely are you to recommend Swedwise to a colleague or peer in your industry?

(0 = Not at all likely, 10 = Extremely likely)

  • 0 (Not at all likely)
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10 (Extremely likely)

What is the primary reason for your score?

Section 5: Improvement Feedback

5.1 Strengths

What does Swedwise do particularly well? What should we continue doing?

5.2 Areas for Improvement

What could Swedwise do better or differently?

5.3 Specific Suggestions

Do you have any specific suggestions for how we can improve our services?

Section 6: Future Needs

6.1 Additional Services

Are there additional services or capabilities you would like Swedwise to offer?

  • Yes - please specify: _______________________________________
  • No
  • Unsure

6.2 Future Relationship

How do you see your relationship with Swedwise evolving?

  • Planning to expand use of services
  • Expecting to maintain current level
  • May reduce use of services
  • Uncertain
  • Other: _______________________

If expanding, what additional services interest you?

Section 7: Optional - Contact Information

If you would like someone from Swedwise to follow up with you regarding your feedback, please provide your contact information:

Name: _______________________

Email: _______________________

Phone: _______________________

Preferred Contact Method: [ ] Email [ ] Phone [ ] Either

Best Time to Contact: _______________________

Thank You

Thank you for taking the time to provide your feedback. Your input is valuable and will be used to improve our services.

If you have any immediate concerns or issues, please contact your Account Manager or email support@swedwise.se.

For Internal Use Only

Survey Administration

Survey Sent Date: _______________________

Survey Sent By: _______________________

Survey Sent To (Customer Contact): _______________________

Survey Method: [ ] Email [ ] Phone Interview [ ] Online Form [ ] In-Person

Response Received Date: _______________________

Follow-up Required: [ ] Yes [ ] No

Follow-up Assigned To: _______________________

Results Summary

Overall Satisfaction Score: _____ / 5

NPS Score: _____ (Promoter/Passive/Detractor)

Category Scores:

  • Quality of Deliverables: _____ / 5
  • Timeliness: _____ / 5
  • Communication: _____ / 5
  • Technical Expertise: _____ / 5
  • Responsiveness: _____ / 5
  • Problem Resolution: _____ / 5
  • Professionalism: _____ / 5
  • Understanding of Needs: _____ / 5
  • Value for Money: _____ / 5
  • Documentation: _____ / 5

Key Strengths Identified:

Key Improvement Areas Identified:

Action Items Generated:

Action Owner Due Date Status

Comparison to Previous Survey (if applicable):

Metric Current Previous Change
Overall Satisfaction
NPS Score

Comparison to Company Average:

Metric This Customer Company Average Variance
Overall Satisfaction
NPS Score

Risk Assessment:

  • Green - Satisfied customer, low risk
  • Yellow - Some concerns, monitor closely
  • Red - At-risk customer, immediate action required

Notes: _______________________________________

Document Control

Survey Version: 1.0

Survey Administered By: _______________________

Results Compiled By: _______________________

Results Reviewed By (Quality Lead): _______________________

Date Reviewed: _______________________

Storage Location: [Customer folder/Survey repository]

Results Shared With:

  • Account Manager
  • Service Delivery Manager
  • Management Team
  • Quality Lead
  • Relevant delivery teams

Retention: Retain for 3 years minimum

This survey supports Swedwise's Quality Management System (ISO 9001) by systematically measuring customer satisfaction, identifying improvement opportunities, and tracking quality performance trends.

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