OGL Customer Survey 2008

We are constantly striving to improve the service we offer to our customers. Please answer as many of the questions below as possible, then submit the form.

Survey progress:

Question 1

When raising a support call, do OGL provide the service you expect?

Yes No Sometimes

If no, please provide details of your expectations:

Which method do you prefer when raising a support call?

Phone Fax Email

When raising a call by telephone are you directed to the correct department?

Yes No Sometimes

Where possible we endeavour to offer user support and advice at the point of raising a call.

Do you feel this benefits you/your employees/your company?

Yes No Sometimes

Please add any comments you may have on the subject:

In order to keep you informed on the progress of your call, we currently Courtesy Call our customers within the first two hours if a response has not been given or indicated at the point of raising a call.

Do you wish to continue receiving updates by way of a Courtesy Call?

Yes No

How long after placing the initial query / problem would you like to receive a Courtesy Call? (Assuming we have not previously responded, or indicated a timeframe to respond.)

Two Hours Four Hours Other (Please Specify)

Would you like to receive this Courtesy Call update by a phone call, or by e-mail?

If by e-mail, please nominate a suitable e-mail address to respond to.

Phone Email - Desired Address:

Do you feel we keep you informed with regard to the progress/solution to the call raised?

Yes No Sometimes

Please detail any other comments you have regarding Courtesy Calls:

There are occasions when calls are completed and we are not able to speak to the originator of the call. It is important to us that we keep you informed, and equally that we close the call within 8 hours.

In these instances, would you prefer an e-mailed response? (If Yes, please nominate an email address for these responses).

No Yes - Desired Address:

Do you feel you are given the correct level of information when we resolve your call?

Too Much Correct Amount Not Enough

prof.ITplus only: We currently update the software on a regular basis and release patch notes via e-mail to nominated personnel within your business.

Do you read and disseminate these notes within your business?

Yes No Sometimes

Do you find the patch release notes informative and user friendly, and do you reap the benefits of the new features released?

Yes No Sometimes

prof.ITplus only: On occasion our customers would like to see additional features within the software. We monitor such requests on a 'Wish List' database. Customers can complete a Wish List form and e-mail it to wishlist@ogl.co.uk in order to log a request.

Twice a year the Wish List is reviewed by the development team, and requests are categorised as either Possible, Planned, or Rejected.

Do you feel that the Wish List process covers your requests?

Yes No Sometimes

Please detail any other comments you have regarding the Wish List process:

If you feel that our support service could be improved in any way, or have any other comments, please give details below:

Thank you for taking the time to answer our questions. Please let us know who you are before submitting your answers.

Company

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